Frequently asked questions

Select a product below to see the FAQs

  • General Questions and Definitions

    • Please email us at customerservices@protectyourbubble.com or call us on 0330 33 34 792.

    • While you may get 12 months of coverage with your manufacturer’s warranty – which covers you for mechanical breakdowns – you won’t be covered during those 12 months for cracked screens, liquid damage, accidental damage or theft. Even extended warranties generally don’t cover these events. We cover all of them as standard.

    • We will always try to be fair and reasonable. If you believe we have not provided you with a satisfactory level of service, please tell us so that we can do our best to resolve the problem. The easiest way to contact us is to call us on 0330 333 4792. We will do everything possible to ensure that your query is dealt with promptly. Alternatively, you can email complaints@protectyourbubble. com or write to:

      Quality Assurance Manager,
      Assurant General insurance Limited,
      PO Box 1033,
      Uxbridge,
      UB8 9PX

      Please quote your mobile phone number in any correspondence.
      Assurant General Insurance Limited handle all complaints
      If you are not happy with our decision you can, within 6 months of our final decision, refer your complaint for an independent assessment to: The Financial Ombudsman Service, Exchange Tower, Harbour Exchange, LONDON, E14 9SR
      Telephone: 0800 023 4567 / 0300 123 9123, Email: complaint.info@financial-ombudsman.org.uk
      Web: financial-ombudsman.org.uk
      Nothing in these terms, including referral to the Financial Ombudsman Service affects your statutory rights.


    • MyBubble is our online account management portal for policyholders. With MyBubble, you can: View your policy terms and conditions and Schedule of Insurance Change your personal details – your email, postal address and phone number Make a claim To get started, simply register your account with the exact details you used to originally buy your policy. To access MyBubble on return visits, simply use the “My Account” link in the top right-hand corner of our homepage to log in.

    • You must be at least 18 years old and a UK resident in order to take out a Gadget Insurance policy with us.

    • You'll need to contact us if you want to cancel your policy – be sure to give your policy number to facilitate the process. You can cancel at any time by: Emailing us: customerservices@protectyourbubble.com Calling us: 0330 333 4792 Writing to us: Policy Administration Manager Protect Your Bubble PO Box 1033 Uxbridge UB8 9PX If you cancel within the first 14 days after you receive your insurance documents, you'll receive a full refund. For monthly customers, after the first 14 days we will cancel the policy at the end of the most recent policy period. For example if you have paid your latest monthly premium on the 1st January and contact us to cancel on the 15th January, we will set the policy to cancel on the 31st January and collect no further premiums. No refunds will be paid at cancellation. For annual customers, after the first 14 days we will cancel the policy at the monthly anniversary of the date you purchased the policy and provide a pro rata refund of any remaining complete months of your annual premium. For example, if you have an annual premium of £65.89 and request that your policy is cancelled during the seventh month, you will be en­titled to a refund for the remaining full 5 months. This will be calculated as 5/12th of the premium you have paid as follows: The premium taken for a policy is £65.89, therefore the refund would be £65.89/12 x 5 = £27.45. See our Terms and Conditions for full details.

    • You can either pay by debit/credit card or Paypal in one go for an annual policy, or pay monthly via Direct Debit. If you’d like to use the Direct Debit option, you can choose to have your monthly premium taken on the 2nd, 14th or 25th of the month. Please note that due to processing and set-up times for Direct Debit, your first instalment might not be taken for several weeks. Your second instalment may be taken within a short time after the first due to this delay.

    • Our Gadget Insurance is underwritten and administered by Assurant General Insurance Limited. Assurant General Insurance Limited is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority under registration number 202735.

    •  "Loss cover" protects you if your gadget has been accidentally left somewhere by you, and you are permanently deprived of its use and unable to locate it. Loss cover requires an additional £1.50 premium per month, per gadget for Gadget Insurance and Business Gadget Insurance policies, and an additional £1 premium per month, per gadget for Family Gadget Insurance policies. Loss cover is not available for laptops, MacBooks,TVs, desktop PCs or PC monitors. If you have not selected loss cover then you will not be able to claim for this type of incident. You must have taken all reasonable precautions to prevent any loss. Excesses for loss claims are as follows: iPhones & smartphones – £75 iPads – £75 Tablets – £50 All other gadgets – £50 Laptops & Macbooks – N/A

    • Protect Your Bubble is a seller of insurance – not an insurer. We sell insurance to customers on the behalf of insurers. Protect Your Bubble is a trading name of Assurant Direct Limited, a company registered in England and Wales (registration company number 5399683). Registered address, Assurant House 6-12 Victoria Street Windsor Berkshire SL4 1EN. Assurant Direct Limited is authorised and regulated by the Financial Conduct Authority under registration number 651412. Assurant General Insurance Limited is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority under registration number 202735. You can check these registrations on the Financial Services Register at http://www.fca.org.uk/ or by calling 0800 111 6768

    • Yes Assurant General Insurance Limited is covered by the Financial Services Compensation Scheme. You may be entitled to compensation from the scheme if they cannot meet their obligations. General insurance contracts are covered for 90% of the entire claim, without any upper limit. You can get more information about the compensation scheme arrangements by contacting the FSCS on 0207 741 4100 or 0800 678 1100 or by visiting their website at www.fscs.org.uk

    • This policy is designed for people who don't have their gadget insured elsewhere, or wish to cover them separately, and who want to cover the costs of repair or replacement should the item breakdown outside of the manufacturers’ warranty, be damaged, lost or stolen. 

      As with most insurance policies, an excess is required and limitations and exclusions apply. This cover is provided on the condition that you are a UK resident and over 18 years of age.

    Policy

    • You can call us on 0330 333 4792 at any time to change policy features – like adding or removing items or changing your payment preferences. If you’d like to update your personal information or view your policy details, you can do so online in MyBubble

    • Depending on the items you’re insuring, either one Family Gadget or multiple individual Gadget policies could be cheaper for your family. We recommend you check prices for both options before deciding which one to purchase.

      Call us on 0208 045 7434 if you’d like more information on which policy would work best for your family.

    • Yes – you can cancel your individual policies at any time and then open a Family Gadget policy. Due to differences in billing and accounting processes, you’ll need to physically cancel your existing policies and then open a new policy online or over the phone, instead of just changing your existing cover.

      In order to open a Family Gadget Insurance policy, you must insure a minimum of four gadgets, and all of them must be less than 36 months old at the time your purchase your policy.

    • If a change like this occurs, contact customer service and we’ll discuss the details of your policy and any necessary changes with you.

    • For monthly customers, to make sure you have continuous cover under your policy we will automatically renew your policy each month, unless you advise us otherwise and your monthly premium will be collected by the method chosen by you at the time of the initial purchase of this policy.

      For annual customers, we will contact you up to 30 days before the annual renewal date of your policy and we will tell you then if there are any changes to your premium (which will only ever apply at your next renewal date). We will then renew your policy unless you advise us otherwise. If for any reason we are unable to automatically process your renewal we will still contact you approximately one month before your renewal date and invite you to renew your policy at www.protectyourbubble.com. Your renewal premium will be taken by the same method used during your initial purchase. If your payment details have changed, please follow the instructions on the renewal notification. 

      You can advise your policy administrator about any changes to your policy details at any time by calling 0330 3334792. If you do not want to auto renew your policy, you just need to contact Protect Your Bubble via the contact details provided in the renewal notice. If you do nothing, then this policy will automatically renew.

      For more information and help with other gadget renewal questions, please click here.

    • Customers who bought a Gadget policy before 3rd May 2011 will not be able to manage their policy online. This is because policies purchased before this date are administered by Supercover Insurance Ltd.

    • We no longer send printed version of your Terms and Conditions and Policy Summary as it helps us to be more environmentally friendly. Instead, you will receive an email from us within two working days with a link to view your Schedule of Insurance and policy documents online via MyBubble, our online portal for policyholders.

      You can also have hard copies of your policy documents mailed to you. To request them:

    • Your gadget must be fewer than 36 months old, and either have been purchased as new directly from a manufacturer, network provider or retail store (high street or online), or if refurbished, have been purchased directly from a manufacturer or network provider (not from an online outlet or high street retail store).

    • Yes – if you’re starting a new gadget policy or adding a gadget to an existing policy, your item/items need to be fewer than 36 months old.

    Cover

    • Parents can insure their children's gadget(s) on their behalf.

      The cover of your gadget applies to you as the person who purchased the policy and your immediate family – including your mother, father, son, daughter, husband, wife, partner, brother, sister, grandparent or grandchild who permanently lives at the given address (as well as sons or daughters living away for some of the year whilst at college or university).

    • Yes – your gadget will be insured for its market price, so even if you buy it with a discount from your network provider, we’ll still replace it with an identical or similar model if necessary.

      When insuring your gadget, you can find your specific model from a drop-down menu or manually enter your gadget’s purchase price. When possible, try to ensure that you’re getting cover for the amount shown on your proof of ownership.

    • We only cover damage if it stops the normal functioning of your gadget. Cracked screens are covered, but if your gadget has only suffered a scratch or dent, and still works as expected, then we will not repair or replace it.

    • We offer insurance on iPhones, smartphones, mobiles, laptops, iPads, iPods, MP3 players, game consoles, handheld game consoles, satellite navigation systems, cameras and camera lenses, camcorders, Bluetooth headsets, in-car computers, headphones and earphones. If you have any other items that you would like to insure, please email us at customerservices
      @protectyourbubble.com

    • No – we only cover gadgets that are either purchased as new, or that are purchased as refurbished directly from a manufacturer or network provider.

      Please see our terms and conditions  for more information. 

    • Yes, we do cover contract phones. You’ll need to insure your phone for its correct market value – in most cases, you’ll be able to select your phone from the drop-down menu at checkout. If we don’t have your phone listed, you can input the information manually. Your network operator will be able to provide you with the market value of your phone. 

      Insuring your phone under the correct value is very important – we’ll use that information to determine the value of your replacement in the event of a claim.

    • If you need to leave your gadget somewhere then we expect you to lock it away out of sight if at all possible. If you cannot lock it away then you must leave it with someone you trust or concealed out of sight in a safe place.

       
      If you knowingly leave your gadget where others can see it (but you cannot) and your gadget is then lost or stolen, we may not pay your claim. We will always take into account where you are and what you are doing when we assess whether you have taken care of your device. If we believe you have not taken care of your gadget, and have knowingly taken a risk with it, we may decline your claim.

      If you knowingly leave your gadget somewhere you can’t see it but others can, we may decline your claim for not taking care of your gadget – for example:

      • in a cafe or pub you leave your gadget on the table when you go to the bar to pick up your drink instead of taking it with you
      • leaving your gadget on display in your car
      • leaving your gadget in the care of someone you don’t know well
      • if you are at the gym and you leave your gadget on a bench in the changing rooms rather than taking it with you or locking it in a locker

      All of these examples increase the risk of it being lost, stolen or damaged and may result in your claim being declined. The examples are to help you understand what’s covered, and are not the only reasons a claim could be rejected.

    • Yes – your device will be covered worldwide. Please note that replacements can only be sent to UK addresses.

    • No, any incident prior to the start date of your insurance will not be covered. 

    • You will be able to take out insurance with us, but if a problem occurrs that is covered by the manufacturer’s warranty, we will advise you to follow the the warranty returns process as specified by the manufacturer.

    • Yes – having insurance does not mean that you can take risks with your gadget which you would not take if your gadget was not insured. Doing so may result in your claim being declined. It is important to note that gadget insurance is offered on the understanding that you will take care of your gadget.

    • Yes, if you make a successful claim for theft and discover you have been charged for calls, texts or data as a result of someone else using your gadget, you are covered up to a maximum of £10,000. If you have taken the additional loss cover then this benefit also applies in the event you make a successful claim for loss. The SIM card will need to be registered to you or your family member, or to the business or an employee in order for these charges to be covered. 

      If your gadget was lost or stolen, tell your network provider as soon as you can so they can block your device and SIM card as soon as possible – we also may ask for evidence of this to support any claim for the loss or theft of your gadget. We only pay for unauthorised network charges from the point your gadget is lost or stolen up to 24 hours after you discover the loss or theft – if you don’t tell your airtime provider within 24 hours you will be responsible for any further charges.

    • No, we only cover the gadget, we don’t cover the contents.  This means that any pictures, software, downloads, apps, music or any other content is not covered by this policy, so make sure you back it up regularly.

    • No, we only cover the gadget itself – we do not cover any accessories.

    • No, we don’t cover any loss of profit, opportunity, subscription fees, line rental, goodwill or similar losses. We just cover the gadget and any unauthorised network charges.

    • No, if your gadget has been modified in any way we will only replace the gadget, we do not cover the modifications that have been made.

    Making a Claim

    • In order to reduce fraud, we need to know that the gadget you are claiming for is yours or a family member’s (or owned by the business if this is a business policy). Therefore you will need to provide some form of proof of ownership.

    • Yes – we’ll send you prepaid packaging and cover the shipping costs if we confirm that your device is in need of repairs.

    • No – in the event of a theft, you should notify your network provider and get your phone blacklisted, as well as notify the police and obtain a crime reference number. Read our answer for “How do I make a claim?” for more information on other requirements.

      Once you provide us with that information, we will facilitate the replacement of your gadget. If you purchase your own replacement we will be unable to reimburse you for that cost.

    • Every mobile phone has a unique IMEI number, or “International Mobile Station Equipment Identity” number. It can be found by dialing “*#06#” on most phones, and is also often printed inside the battery compartment of a phone.  Your phone’s IMEI number can usually be found within your settings menu, as well.

      For items other than mobiles phones, you’ll need the serial number – a unique code assigned to a gadget for identification.

    • Collecting this number helps us reduce the incidence of insurance fraud – which means we can offer insurance at lower premiums. It also means quicker processing in the event of making a claim.

    • In the event of a claim, we'll need to see your receipt or proof of ownership of the item you are claiming for. 

      This will need to show:

      • Your name (where possible)
      • Your gadget's make, model and IMEI number
      • Proof that the gadget was purchased as new, or as refurbished directly from a manufacturer or network provider

      You may also be required to provide a lost property or crime reference number from the police when making your claim. Mobile phone claims may require confirmation from your network provider of when the phone was last used.

      Useful tip: Send us a copy of your receipts – we’ll link your receipt information to your policy to speed up any future claims. Include your name, policy number and the email address the policy is registered to. 

      Post a copy of your receipt(s) to: 

      Protect Your Bubble
      PO Box 1033
      Uxbridge
      UB8 9PX

      Or scan and email an electronic copy to customerservices@protectyourbubble.com

    • Yes – tell the police about any lost or stolen gadget as soon as you can. We will ask you to provide the police reference number before we will pay any claim for loss and theft.

    • Yes – tell your network provider as soon as you can so they can block your device and SIM card as soon as possible. We also may ask for evidence of this to support any claim for the loss or theft of your gadget. We only pay for unauthorised network charges from the point your gadget is lost or stolen up to 24 hours after you discover the loss or theft – if you don’t tell your airtime provider within 24 hours you will be responsible for any further charges.

    • This is not a replacement-as-new policy, therefore your replacement gadget may be refurbished. If your gadget cannot be replaced with an identical one of the same age and condition, we will replace it with a comparable or equivalent device, taking into account the age and condition of the original gadget.

    •  

      1. Tell us about any claim as soon as possible and within 28 days of discovery of the loss, theft, breakdown or damage. If your gadget was lost or stolen, you will also need to:

      • Tell your network provider as soon as you can so they can block your device and SIM card as soon as possible – we also may ask for evidence of this to support any claim for the loss or theft of your gadget. We only pay for unauthorised network charges from the point your gadget is lost or stolen up to 24 hours after you discover the loss or theft – if you don’t tell your airtime provider within 24 hours you will be responsible for any further charges.
      • Tell the police about any lost or stolen gadget as soon as you can – we will ask you to provide the police reference number before we will pay any claim for loss and theft
      • Report the loss or theft of your gadget to the place you think it was lost or stolen from, or is most likely to be handed back to – we may ask you to provide the details of where your gadget was lost or stolen from and actions you have taken to try to recover it

      2. Make your claim within 28 days of discovering the incident by:

      • Submitting online 24/7 via MyBubble
      • Emailing us at customerservices@protectyourbubble.com
      • Calling us on 0330 333 4792 – our phone lines are open Monday to Friday, from 8am to 6pm
      • Writing to us at Protect Your Bubble, PO Box 1033, Uxbridge, UB8 9PX

      3. A claims representative will walk you through the simple claims process and tell you what information and documents you will need to provide for us to assess your claim, like your proof of ownership or police reference number.

      4. Pay your excess and sit tight while we either repair your gadget or send you a replacement. Your excess will need to be paid before we can settle your claim.

    • Yes – there is an excess fee for all successful claims which must be paid before your claim can be approved. For example, if you are approved for a replacement iPhone after making a claim for damage, you will need to pay the £50 excess before we ship your replacement to you.

      Please remember that you must have purchased loss cover for your gadget in order to claim for loss. Excess payments cannot be made via American Express or PayPal.

      Gadget type Damage & breakdown claims Theft claims Loss claims
      Mobile phones & iPhones £50 £50 £75
      iPads £50 £50 £75
      Tablets £25 £25 £50
      Laptops & MacBooks £75 £75 N/A
      TVs, desktop PCs & PC monitors £25 £25 N/A
      All other gadgets £25 £25 £75
    • Providing that this happens after you have purchased insurance with us, we will either:

      1. Repair the gadget (where possible) or
      2. Replace it with a gadget of the same make, model and memory size. If we cannot do this you will be given a choice of models with an equivalent specification
    • Proof of ownership could include a till receipt or documentation from any online purchase, or in the case of mobile phones, documentation from your network provider. If you don’t have any proof of ownership we may decline your claim.

    • We rely on the information you provide to us either online, over the phone or in writing to make decisions about your insurance and any claim. If you do not answer accurately and completely any questions we ask, we might invalidate your insurance and/or we might reject your claim.

    • If we decide to replace the mobile device instead of repair it, the replacement may be a remanufactured (not brand new) device. We will attempt to replace your device with one of the same colour but we can’t guarantee to do this or replace any limited or special edition mobile devices. Where we send you a replacement or repaired item, this will only be sent to a UK address.

    • While there is no limit to how many times you can claim for damage, there is a limit of 2 successful claims for loss or theft for each insured item in any 12-month period, beginning from the start date detailed on your certificate of insurance.

    • No, we only want your gadget to get high-quality repairs, which is why we only use our approved repairers. We also want the ability for us to assess the damage to your gadget in order to best decide whether to repair or replace the gadget. 

    Digital Secure

    • All Digital Secure services are accessible online via a hubb you securely log in by clicking here.

      If you add the Digital Secure service you will receive a separate welcome email within three (3) hours of purchasing your policy, providing you with details on how to register for the service in the online hubb. Make sure you complete the registration to get full value from the available services.

      Once registered, you are able to access all elements of Digital Secure so you can:

      • See your credit report whenever you need to and receive automatic alerts if anything changes
      • Provide more details for the Web Detect service to monitor for identity fraud and choose to receive notifications by SMS or email
      • Contact us if you want any ID help or advice on 0333 2206959. Lines are available Monday to Friday 8am – 8pm, and Saturday to Sunday 9am – 6pm.
      • Use your legal assistance helpline
      • Register your bank cards with Card Support 365, so if you lose them you can cancel them with just one phone call 
    • Digital Secure provides a great collection of services that help protect you from cybercrime, fraudsters and more.

      It can help you spot any fraudulent activity as early as possible and stay one step ahead of fraudsters. It’s an easy way to help protect your identity, and may help to resolve any issues before they escalate further.

    • Digital Secure gives you:

      • Online access to your credit report and automatic alerts if there are any key changes to your credit report and status
      • Web Detect service which automatically checks to see if your personal or financial details have been compromised and alerts you if they may have been
      • An ID Fraud Helpline including a dedicated caseworker if you are ever a victim of ID fraud
      • Access to legal assistance services, free consultation on a wide range of subjects from a list of carefully selected and recommended solicitors.
      • Card Support 365 – one number to call to cancel all your payment cards, and where possible we can order replacements, too

      Find out more>

    • We will send you a registration email within 3 hours of purchasing your Gadget Insurance policy.  This will explain how to register for Digital Secure.

    • To cancel Digital Secure, call us on 0844 346 3970*

      *Calls to 0844, 0843 and 0845 numbers cost 7p per minute, plus your telephone company's access charge.

    • Yes. Please just let us know that you want to keep the Digital Secure service when you tell us you want to cancel your Gadget Insurance.

    • Yes. Protect Your Bubble currently only offer Digital Secure as part of the UK Gadget and Family Gadget Insurance products on an optional basis.

    • If you need help, please call us on 0333 2206959. Lines are available Monday to Friday 8am – 8pm, and Saturday to Sunday 9am – 6pm.

  • General Questions

    • We offer insurance on iPhones, smartphones, mobiles, laptops, iPads, iPods, MP3 players, game consoles, handheld game consoles, satellite navigation systems, cameras and camera lenses, camcorders, Bluetooth headsets, in-car computers, headphones and earphones. If you have any other items that you would like to insure, please email us at customerservices@protectyourbubble.com

    • Please email us at customerservices@protectyourbubble.com or call us on 0330 33 34 792.

    • Yes, we do cover contract phones. You’ll need to insure your phone for its correct market value – in most cases, you’ll be able to select your phone from the drop-down menu at checkout. If we don’t have your phone listed, you can input the information manually. Your network operator will be able to provide you with the market value of your phone. 

      Insuring your phone under the correct value is very important – we’ll use that information to determine the value of your replacement in the event of a claim.

    • You must be at least 18 years old and a UK resident in order to take out a Gadget Insurance policy with us.

    • MyBubble is our online account management portal for policyholders. With MyBubble, you can: View your policy terms and conditions and Schedule of Insurance Change your personal details – your email, postal address and phone number Make a claim To get started, simply register your account with the exact details you used to originally buy your policy. To access MyBubble on return visits, simply use the “My Account” link in the top right-hand corner of our homepage to log in.

    • Please email us at customerservices@protectyourbubble.com or call us on 0330 33 34 792. 

    • We will always try to be fair and reasonable. If you believe we have not provided you with a
      satisfactory level of service, please tell us so that we can do our best to resolve the problem. The
      easiest way to contact us is to call us on 0330 333 4792. We will do everything possible to ensure
      that your query is dealt with promptly. Alternatively, you can email complaints@protectyourbubble.
      com or write to:

      Quality Assurance Manager,
      Assurant General insurance Limited,
      PO Box 1033,
      Uxbridge,
      UB8 9PX

      Please quote your mobile phone number in any correspondence.
      Lifestyle Services Group handle all queries and complaints on behalf of the insurer.
      If you are not happy with our decision you can, within 6 months of our final decision, refer your
      complaint for an independent assessment to: The Financial Ombudsman Service, Exchange Tower,
      Harbour Exchange, LONDON, E14 9SR
      Telephone: 0800 023 4567 / 0300 123 9123, Email: complaint.info@financial-ombudsman.org.uk
      Web: financial-ombudsman.org.uk
      Nothing in these terms, including referral to the Financial Ombudsman Service affects your
      statutory rights.

    • Every mobile phone has a unique IMEI number, or “International Mobile Station Equipment Identity” number. It can be found by dialing “*#06#” on most phones, and is also often printed inside the battery compartment of a phone.  Your phone’s IMEI number can usually be found within your settings menu, as well.

      For items other than mobiles phones, you’ll need the serial number – a unique code assigned to a gadget for identification.

    • While you may get 12 months of coverage with your manufacturer’s warranty – which covers you for mechanical breakdowns – you won’t be covered during those 12 months for cracked screens, liquid damage, accidental damage or theft. Even extended warranties generally don’t cover these events. We cover all of them as standard.

    • No, we only cover the gadget, we don’t cover the contents.  This means that any pictures, software, downloads, apps, music or any other content is not covered by this policy, so make sure you back it up regularly.

    • Protect Your Bubble is a seller of insurance – not an insurer. We sell insurance to customers on the behalf of insureres.

      Protect Your Bubble is a trading name of Assurant Direct Limited who is an appointed representative of Lifestyle Services Group Limited. Lifestyle Services Group Limited is authorised and regulated by the Financial Conduct Authority under register number 315245. You can check these registrations on the Financial Services Register at http://www.fca.org.uk/ or by calling 0800 111 6768.

    • Yes, Lifestyle Services Group Limited and Assurant General Insurance Limited are covered by the Financial Services Compensation Scheme. You may be entitled to compensation from the scheme if they cannot meet their obligations. General insurance contracts are covered for 90% of the entire claim, without any upper limit. You can get more information about the compensation scheme arrangements by contacting the FSCS on 0207 741 4100 or 0800 678 1100 or by visiting their website at www.fscs.org.uk

    Policy

    • Yes – if you’re starting a new gadget policy or adding a gadget to an existing policy, your item/items need to be fewer than 36 months old.

    • Depending on the items you’re insuring, either one Family Gadget or multiple individual Gadget policies could be cheaper for your family. We recommend you check prices for both options before deciding which one to purchase.

      Call us on 0208 045 7434 if you’d like more information on which policy would work best for your family.

    • Yes, we offer a multi-gadget discount. If you add a second gadget you will get 10% off the total policy price, and three or more gadgets will give you 15% off.

      Additionally, Family Gadget policies allow you to insure four or more gadgets under one policy from £12.99 per month. Each additional gadget costs an extra £3 per month (up to a maximum of 10 insured gadgets under each Family policy).

    • We no longer send printed version of your Terms and Conditions and Policy Summary as it helps us to be more environmentally friendly. Instead, you will receive an email from us within two working days with a link to view your Schedule of Insurance and policy documents online via MyBubble, our online portal for policyholders.

      You can also have hard copies of your policy documents mailed to you. To request them:

    • For monthly customers, to make sure you have continuous cover under your policy we will automatically renew your policy each month, unless you advise us otherwise and your monthly premium will be collected by the method chosen by you at the time of the initial purchase of this policy.

      For annual customers, we will contact you up to 30 days before the annual renewal date of your policy and we will tell you then if there are any changes to your premium (which will only ever apply at your next renewal date). We will then renew your policy unless you advise us otherwise. If for any reason we are unable to automatically process your renewal we will still contact you approximately one month before your renewal date and invite you to renew your policy at www.protectyourbubble.com. Your renewal premium will be taken by the same method used during your initial purchase. If your payment details have changed, please follow the instructions on the renewal notification. 

      You can advise your policy administrator about any changes to your policy details at any time by calling 0330 3334792. If you do not want to auto renew your policy, you just need to contact Protect Your Bubble via the contact details provided in the renewal notice. If you do nothing, then this policy will automatically renew.

      For more information and help with other gadget renewal questions, please click here.

    • If you need to leave your gadget somewhere then we expect you to lock it away out of sight if at all possible. If you cannot lock it away then you must leave it with someone you trust or concealed out of sight in a safe place.

       
      If you knowingly leave your gadget where others can see it (but you cannot) and your gadget is then lost or stolen, we may not pay your claim. We will always take into account where you are and what you are doing when we assess whether you have taken care of your device. If we believe you have not taken care of your gadget, and have knowingly taken a risk with it, we may decline your claim.

      If you knowingly leave your gadget somewhere you can’t see it but others can, we may decline your claim for not taking care of your gadget – for example:

      • in a cafe or pub you leave your gadget on the table when you go to the bar to pick up your drink instead of taking it with you
      • leaving your gadget on display in your car
      • leaving your gadget in the care of someone you don’t know well
      • if you are at the gym and you leave your gadget on a bench in the changing rooms rather than taking it with you or locking it in a locker

      All of these examples increase the risk of it being lost, stolen or damaged and may result in your claim being declined. The examples are to help you understand what’s covered, and are not the only reasons a claim could be rejected.

    • You can either pay by debit/credit card or Paypal in one go for an annual policy, or pay monthly via Direct Debit. If you’d like to use the Direct Debit option, you can choose to have your monthly premium taken on the 2nd, 14th or 25th of the month. Please note that due to processing and set-up times for Direct Debit, your first instalment might not be taken for several weeks. Your second instalment may be taken within a short time after the first due to this delay. 

    • Our Gadget Insurance is underwritten and administered by Assurant General Insurance Limited. Assurant General Insurance Limited is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority under registration number 202735.

    • You'll need to contact us if you want to cancel your policy – be sure to give your policy number to facilitate the process. 

      You can cancel at any time by:

      If you cancel within the first 14 days after you receive your insurance documents, you'll receive a full refund. 

      For monthly customers, after the first 14 days we will cancel the policy at the end of the most recent policy period. For example if you have paid your latest monthly premium on the 1st January and contact us to cancel on the 15th January, we will set the policy to cancel on the 31st January and collect no further premiums. No refunds will be paid at cancellation.

      For annual customers, after the first 14 days we will cancel the policy at the monthly anniversary of the date you purchased the policy and provide a pro rata refund of any remaining complete months of your annual premium. For example, if you have an annual premium of £65.89 and request that your policy is cancelled during the seventh month, you will be en­titled to a refund for the remaining full 5 months. This will be calculated as 5/12th of the premium you have paid as follows: The premium taken for a policy is £65.89, therefore the refund would be £65.89/12 x 5 = £27.45.

      See our Terms and Conditions for full details.

    • If a change like this occurs, contact customer service and we’ll discuss the details of your policy and any necessary changes with you.

    • You can call us on 0330 333 4792 at any time to change policy features – like adding or removing items or changing your payment preferences. If you’d like to update your personal information or view your policy details, you can do so online in MyBubble

    • Depending on the items you’re insuring, either one Family Gadget or multiple individual Gadget policies could be cheaper for your family. We recommend you check prices for both options before deciding which one to purchase.

      Call us on 0208 045 7434 if you’d like more information on which policy would work best for your family.

    • Proof of ownership could include a till receipt or documentation from any online purchase, or in the case of mobile phones, documentation from your network provider. If you don’t have any proof of ownership we may decline your claim.

    Cover

    • We only cover damage if it stops the normal functioning of your gadget. Cracked screens are covered, but if your gadget has only suffered a scratch or dent, and still works as expected, then we will not repair or replace it.

    • No – we only cover gadgets that are either purchased as new, or that are purchased as refurbished directly from a manufacturer or network provider.

      Please see our terms and conditions  for more information. 

    • No, any incident prior to the start date of your insurance will not be covered. 

    • Yes – your gadget will be insured for its market price, so even if you buy it with a discount from your network provider, we’ll still replace it with an identical or similar model if necessary.

      When insuring your gadget, you can find your specific model from a drop-down menu or manually enter your gadget’s purchase price. When possible, try to ensure that you’re getting cover for the amount shown on your proof of ownership.

    • This policy is designed for people who don't have their gadget insured elsewhere, or wish to cover them separately, and who want to cover the costs of repair or replacement should the item breakdown outside of the manufacturers’ warranty, be damaged, lost or stolen. 

      As with most insurance policies, an excess is required and limitations and exclusions apply. This cover is provided on the condition that you are a UK resident and over 18 years of age.

    • Parents can insure their children's gadget(s) on their behalf.

      The cover of your gadget applies to you as the person who purchased the policy and your immediate family – including your mother, father, son, daughter, husband, wife, partner, brother, sister, grandparent or grandchild who permanently lives at the given address (as well as sons or daughters living away for some of the year whilst at college or university).

    • Yes – your device will be covered worldwide. Please note that replacements can only be sent to UK addresses.

    • "Loss cover" protects you if your gadget has been accidentally left somewhere by you, and you are permanently deprived of its use and unable to locate it. Loss cover requires an additional £1.50 premium per month, per gadget for Gadget Insurance and Business Gadget Insurance policies, and an additional £1 premium per month, per gadget for Family Gadget Insurance policies. 

      Loss cover is not available for laptops, MacBooks,TVs, desktop PCs or PC monitors.

      If you have not selected loss cover then you will not be able to claim for this type of incident. You must have taken all reasonable precautions to prevent any loss.

      Excesses for loss claims are as follows:

      • iPhones & smartphones – £75
      • iPads – £75
      • Tablets – £50
      • All other gadgets – £50
      • Laptops & Macbooks – N/A
    • This policy is designed for people who don't have their gadget insured elsewhere, or wish to cover them separately, and who want to cover the costs of repair or replacement should the item breakdown outside of the manufacturers’ warranty, be damaged, lost or stolen. 

      As with most insurance policies, an excess is required and limitations and exclusions apply. This cover is provided on the condition that you are a UK resident and over 18 years of age.

    • Yes – you can cancel your individual policies at any time and then open a Family Gadget policy. Due to differences in billing and accounting processes, you’ll need to physically cancel your existing policies and then open a new policy online or over the phone, instead of just changing your existing cover.

      In order to open a Family Gadget Insurance policy, you must insure a minimum of four gadgets, and all of them must be less than 36 months old at the time your purchase your policy.

    • Yes – your gadget will be insured for its market price, so even if you buy it with a discount from your network provider, we’ll still replace it with an identical or similar model if necessary.

      When insuring your gadget, you can find your specific model from a drop-down menu or manually enter your gadget’s purchase price. When possible, try to ensure that you’re getting cover for the amount shown on your proof of ownership.

    • Yes – we’ll send you prepaid packaging and cover the shipping costs if we confirm that your device is in need of repairs.

    • We only cover damage if it stops the normal functioning of your gadget. Cracked screens are covered, but if your gadget has only suffered a scratch or dent, and still works as expected, then we will not repair or replace it.

    • Your gadget must be fewer than 36 months old, and either have been purchased as new directly from a manufacturer, network provider or retail store (high street or online), or if refurbished, have been purchased directly from a manufacturer or network provider (not from an online outlet or high street retail store).

    • Yes – having insurance does not mean that you can take risks with your gadget which you would not take if your gadget was not insured. Doing so may result in your claim being declined. It is important to note that gadget insurance is offered on the understanding that you will take care of your gadget.

    • Providing that this happens after you have purchased insurance with us, we will either:

      1. Repair the gadget (where possible) or
      2. Replace it with a gadget of the same make, model and memory size. If we cannot do this you will be given a choice of models with an equivalent specification
    • Yes, if you make a successful claim for theft and discover you have been charged for calls, texts or data as a result of someone else using your gadget, you are covered up to a maximum of £10,000. If you have taken the additional loss cover then this benefit also applies in the event you make a successful claim for loss. The SIM card will need to be registered to you or your family member, or to the business or an employee in order for these charges to be covered. 

      If your gadget was lost or stolen, tell your network provider as soon as you can so they can block your device and SIM card as soon as possible – we also may ask for evidence of this to support any claim for the loss or theft of your gadget. We only pay for unauthorised network charges from the point your gadget is lost or stolen up to 24 hours after you discover the loss or theft – if you don’t tell your airtime provider within 24 hours you will be responsible for any further charges.

    • You will be able to take out insurance with us, but if a problem occurrs that is covered by the manufacturer’s warranty, we will advise you to follow the the warranty returns process as specified by the manufacturer.

    • No, we only cover the gadget itself – we do not cover any accessories.

    • No, we don’t cover any loss of profit, opportunity, subscription fees, line rental, goodwill or similar losses. We just cover the gadget and any unauthorised network charges.

    • No, if your gadget has been modified in any way we will only replace the gadget, we do not cover the modifications that have been made.

    Making a Claim

    • While there is no limit to how many times you can claim for damage, there is a limit of 2 successful claims for loss or theft for each insured item in any 12-month period, beginning from the start date detailed on your certificate of insurance.

    • Yes – there is an excess fee for all successful claims which must be paid before your claim can be approved. For example, if you are approved for a replacement iPhone after making a claim for damage, you will need to pay the £50 excess before we ship your replacement to you.

      Please remember that you must have purchased loss cover for your gadget in order to claim for loss. Excess payments cannot be made via American Express or PayPal.

      Gadget type Damage & breakdown claims Theft claims Loss claims
      Mobile phones & iPhones £50 £50 £75
      iPads £50 £50 £75
      Tablets £25 £25 £50
      Laptops & MacBooks £75 £75 N/A
      TVs, desktop PCs & PC monitors £25 £25 N/A
      All other gadgets £25 £25 £75
    • We rely on the information you provide to us either online, over the phone or in writing to make decisions about your insurance and any claim. If you do not answer accurately and completely any questions we ask, we might invalidate your insurance and/or we might reject your claim.

    • In the event of a claim, we'll need to see your receipt or proof of ownership of the item you are claiming for. 

      This will need to show:

      • Your name (where possible)
      • Your gadget's make, model and IMEI number
      • Proof that the gadget was purchased as new, or as refurbished directly from a manufacturer or network provider

      You may also be required to provide a lost property or crime reference number from the police when making your claim. Mobile phone claims may require confirmation from your network provider of when the phone was last used.

      Useful tip: Send us a copy of your receipts – we’ll link your receipt information to your policy to speed up any future claims. Include your name, policy number and the email address the policy is registered to. 

      Post a copy of your receipt(s) to: 

      Protect Your Bubble
      PO Box 1033
      Uxbridge
      UB8 9PX

      Or scan and email an electronic copy to customerservices@protectyourbubble.com

    • 1. Tell us about any claim as soon as possible and within 28 days of discovery of the loss, theft, breakdown or damage. If your gadget was lost or stolen, you will also need to:

      • Tell your network provider as soon as you can so they can block your device and SIM card as soon as possible – we also may ask for evidence of this to support any claim for the loss or theft of your gadget. We only pay for unauthorised network charges from the point your gadget is lost or stolen up to 24 hours after you discover the loss or theft – if you don’t tell your airtime provider within 24 hours you will be responsible for any further charges.
      • Tell the police about any lost or stolen gadget as soon as you can – we will ask you to provide the police reference number before we will pay any claim for loss and theft
      • Report the loss or theft of your gadget to the place you think it was lost or stolen from, or is most likely to be handed back to – we may ask you to provide the details of where your gadget was lost or stolen from and actions you have taken to try to recover it

      2. Make your claim within 28 days of discovering the incident by:

      • Submitting online 24/7 via MyBubble
      • Emailing us at customerservices@protectyourbubble.com
      • Calling us on 0330 333 4792 – our phone lines are open Monday to Friday, from 8am to 6pm
      • Writing to us at Protect Your Bubble, PO Box 1033, Uxbridge, UB8 9PX

      3. A claims representative will walk you through the simple claims process and tell you what information and documents you will need to provide for us to assess your claim, like your proof of ownership or police reference number.

      4. Pay your excess and sit tight while we either repair your gadget or send you a replacement. Your excess will need to be paid before we can settle your claim.

    • This is not a replacement-as-new policy, therefore your replacement gadget may be refurbished. If your gadget cannot be replaced with an identical one of the same age and condition, we will replace it with a comparable or equivalent device, taking into account the age and condition of the original gadget.

    • Yes – tell your network provider as soon as you can so they can block your device and SIM card as soon as possible. We also may ask for evidence of this to support any claim for the loss or theft of your gadget. We only pay for unauthorised network charges from the point your gadget is lost or stolen up to 24 hours after you discover the loss or theft – if you don’t tell your airtime provider within 24 hours you will be responsible for any further charges.

    • Yes – tell the police about any lost or stolen gadget as soon as you can. We will ask you to provide the police reference number before we will pay any claim for loss and theft.

    • In order to reduce fraud, we need to know that the gadget you are claiming for is yours or a family member’s (or owned by the business if this is a business policy). Therefore you will need to provide some form of proof of ownership.

    • No – in the event of a theft, you should notify your network provider and get your phone blacklisted, as well as notify the police and obtain a crime reference number. Read our answer for “How do I make a claim?” for more information on other requirements.

      Once you provide us with that information, we will facilitate the replacement of your gadget. If you purchase your own replacement we will be unable to reimburse you for that cost.

    • If we decide to replace the mobile device instead of repair it, the replacement may be a remanufactured (not brand new) device. We will attempt to replace your device with one of the same colour but we can’t guarantee to do this or replace any limited or special edition mobile devices. Where we send you a replacement or repaired item, this will only be sent to a UK address.

    • No, we only want your gadget to get high-quality repairs, which is why we only use our approved repairers. We also want the ability for us to assess the damage to your gadget in order to best decide whether to repair or replace the gadget. 

    Digital Secure

    • All Digital Secure services are accessible online via a hubb you securely log in by clicking here.

      If you add the Digital Secure service you will receive a separate welcome email within three (3) hours of purchasing your policy, providing you with details on how to register for the service in the online hubb. Make sure you complete the registration to get full value from the available services.

      Once registered, you are able to access all elements of Digital Secure so you can:

      • See your credit report whenever you need to and receive automatic alerts if anything changes
      • Provide more details for the Web Detect service to monitor for identity fraud and choose to receive notifications by SMS or email
      • Contact us if you want any ID help or advice on 0333 2206959. Lines are available Monday to Friday 8am – 8pm, and Saturday to Sunday 9am – 6pm.
      • Use your legal assistance helpline
      • Register your bank cards with Card Support 365, so if you lose them you can cancel them with just one phone call 
    • Digital Secure provides a great collection of services that help protect you from cybercrime, fraudsters and more.

      It can help you spot any fraudulent activity as early as possible and stay one step ahead of fraudsters. It’s an easy way to help protect your identity, and may help to resolve any issues before they escalate further.

    • Digital Secure gives you:

      • Online access to your credit report and automatic alerts if there are any key changes to your credit report and status
      • Web Detect service which automatically checks to see if your personal or financial details have been compromised and alerts you if they may have been
      • An ID Fraud Helpline including a dedicated caseworker if you are ever a victim of ID fraud
      • Access to legal assistance services, free consultation on a wide range of subjects from a list of carefully selected and recommended solicitors.
      • Card Support 365 – one number to call to cancel all your payment cards, and where possible we can order replacements, too

      Find out more>

    • We will send you a registration email within 3 hours of purchasing your Gadget Insurance policy.  This will explain how to register for Digital Secure.

    • To cancel Digital Secure, call us on 0844 346 3970*

      *Calls to 0844, 0843 and 0845 numbers cost 7p per minute, plus your telephone company's access charge.

    • Yes. Please just let us know that you want to keep the Digital Secure service when you tell us you want to cancel your Gadget Insurance.

    • Yes. Protect Your Bubble currently only offer Digital Secure as part of the UK Gadget and Family Gadget Insurance products on an optional basis.

    • If you need help, please call us on 0333 2206959. Lines are available Monday to Friday 8am – 8pm, and Saturday to Sunday 9am – 6pm.

  • General Questions and Definitions

    • MyBubble is our online account management portal for policyholders. With MyBubble, you can: View your policy terms and conditions and Schedule of Insurance Change your personal details – your email, postal address and phone number Make a claim To get started, simply register your account with the exact details you used to originally buy your policy. To access MyBubble on return visits, simply use the “My Account” link in the top right-hand corner of our homepage to log in.

    • We offer insurance on iPhones, smartphones, mobiles, laptops, iPads, iPods, MP3 players, game consoles, handheld game consoles, satellite navigation systems, cameras and camera lenses, camcorders, Bluetooth headsets, in-car computers, headphones and earphones. If you have any other items that you would like to insure, please email us at customerservices@protectyourbubble.com

    • You must be at least 18 years old and a UK resident in order to take out a Gadget Insurance policy with us.

    • Our Gadget Insurance is underwritten and administered by Assurant General Insurance Limited. Assurant General Insurance Limited is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority under registration number 202735.

    • We will always try to be fair and reasonable. If you believe we have not provided you with a
      satisfactory level of service, please tell us so that we can do our best to resolve the problem. The
      easiest way to contact us is to call us on 0330 333 4792. We will do everything possible to ensure
      that your query is dealt with promptly. Alternatively, you can email complaints@protectyourbubble.
      com or write to:

      Quality Assurance Manager,
      Assurant General insurance Limited,
      PO Box 1033,
      Uxbridge,
      UB8 9PX

      Please quote your mobile phone number in any correspondence.
      Lifestyle Services Group handle all queries and complaints on behalf of the insurer.
      If you are not happy with our decision you can, within 6 months of our final decision, refer your
      complaint for an independent assessment to: The Financial Ombudsman Service, Exchange Tower,
      Harbour Exchange, LONDON, E14 9SR
      Telephone: 0800 023 4567 / 0300 123 9123, Email: complaint.info@financial-ombudsman.org.uk
      Web: financial-ombudsman.org.uk
      Nothing in these terms, including referral to the Financial Ombudsman Service affects your
      statutory rights.

    • Please email us at customerservices@protectyourbubble.com or call us on 0330 33 34 792. 

    • Every mobile phone has a unique IMEI number, or “International Mobile Station Equipment Identity” number. It can be found by dialing “*#06#” on most phones, and is also often printed inside the battery compartment of a phone.  Your phone’s IMEI number can usually be found within your settings menu, as well.

      For items other than mobiles phones, you’ll need the serial number – a unique code assigned to a gadget for identification.

    • Collecting this number helps us reduce the incidence of insurance fraud – which means we can offer insurance at lower premiums. It also means quicker processing in the event of making a claim.

    • Yes – you can cancel your individual policies at any time and then open a Family Gadget policy. Due to differences in billing and accounting processes, you’ll need to physically cancel your existing policies and then open a new policy online or over the phone, instead of just changing your existing cover.

      In order to open a Family Gadget Insurance policy, you must insure a minimum of four gadgets, and all of them must be less than 36 months old at the time your purchase your policy.

    • While you may get 12 months of coverage with your manufacturer’s warranty – which covers you for mechanical breakdowns – you won’t be covered during those 12 months for cracked screens, liquid damage, accidental damage or theft. Even extended warranties generally don’t cover these events. We cover all of them as standard.

    • Your gadget must be fewer than 36 months old, and either have been purchased as new directly from a manufacturer, network provider or retail store (high street or online), or if refurbished, have been purchased directly from a manufacturer or network provider (not from an online outlet or high street retail store).

    • No, we only cover the gadget, we don’t cover the contents.  This means that any pictures, software, downloads, apps, music or any other content is not covered by this policy, so make sure you back it up regularly.

    • Protect Your Bubble is a seller of insurance – not an insurer. We sell insurance to customers on the behalf of insureres.

      Protect Your Bubble is a trading name of Assurant Direct Limited who is an appointed representative of Lifestyle Services Group Limited. Lifestyle Services Group Limited is authorised and regulated by the Financial Conduct Authority under register number 315245. You can check these registrations on the Financial Services Register at http://www.fca.org.uk/ or by calling 0800 111 6768.

    Policy

    • Yes – if you’re starting a new gadget policy or adding a gadget to an existing policy, your item/items need to be fewer than 36 months old.

    • Yes, we offer a multi-gadget discount. If you add a second gadget you will get 10% off the total policy price, and three or more gadgets will give you 15% off.

      Additionally, Family Gadget policies allow you to insure four or more gadgets under one policy from £12.99 per month. Each additional gadget costs an extra £3 per month (up to a maximum of 10 insured gadgets under each Family policy).

    • We no longer send printed version of your Terms and Conditions and Policy Summary as it helps us to be more environmentally friendly. Instead, you will receive an email from us within two working days with a link to view your Schedule of Insurance and policy documents online via MyBubble, our online portal for policyholders.

      You can also have hard copies of your policy documents mailed to you. To request them:

    • For monthly customers, to make sure you have continuous cover under your policy we will automatically renew your policy each month, unless you advise us otherwise and your monthly premium will be collected by the method chosen by you at the time of the initial purchase of this policy.

      For annual customers, we will contact you up to 30 days before the annual renewal date of your policy and we will tell you then if there are any changes to your premium (which will only ever apply at your next renewal date). We will then renew your policy unless you advise us otherwise. If for any reason we are unable to automatically process your renewal we will still contact you approximately one month before your renewal date and invite you to renew your policy at www.protectyourbubble.com. Your renewal premium will be taken by the same method used during your initial purchase. If your payment details have changed, please follow the instructions on the renewal notification. 

      You can advise your policy administrator about any changes to your policy details at any time by calling 0330 3334792. If you do not want to auto renew your policy, you just need to contact Protect Your Bubble via the contact details provided in the renewal notice. If you do nothing, then this policy will automatically renew.

      For more information and help with other gadget renewal questions, please click here.

    • You can either pay by debit/credit card or Paypal in one go for an annual policy, or pay monthly via Direct Debit. If you’d like to use the Direct Debit option, you can choose to have your monthly premium taken on the 2nd, 14th or 25th of the month. Please note that due to processing and set-up times for Direct Debit, your first instalment might not be taken for several weeks. Your second instalment may be taken within a short time after the first due to this delay. 

    • You'll need to contact us if you want to cancel your policy – be sure to give your policy number to facilitate the process. 

      You can cancel at any time by:

      If you cancel within the first 14 days after you receive your insurance documents, you'll receive a full refund. 

      For monthly customers, after the first 14 days we will cancel the policy at the end of the most recent policy period. For example if you have paid your latest monthly premium on the 1st January and contact us to cancel on the 15th January, we will set the policy to cancel on the 31st January and collect no further premiums. No refunds will be paid at cancellation.

      For annual customers, after the first 14 days we will cancel the policy at the monthly anniversary of the date you purchased the policy and provide a pro rata refund of any remaining complete months of your annual premium. For example, if you have an annual premium of £65.89 and request that your policy is cancelled during the seventh month, you will be en­titled to a refund for the remaining full 5 months. This will be calculated as 5/12th of the premium you have paid as follows: The premium taken for a policy is £65.89, therefore the refund would be £65.89/12 x 5 = £27.45.

      See our Terms and Conditions for full details.

    • If a change like this occurs, contact customer service and we’ll discuss the details of your policy and any necessary changes with you.

    • You can call us on 0330 333 4792 at any time to change policy features – like adding or removing items or changing your payment preferences. If you’d like to update your personal information or view your policy details, you can do so online in MyBubble

    • Depending on the items you’re insuring, either one Family Gadget or multiple individual Gadget policies could be cheaper for your family. We recommend you check prices for both options before deciding which one to purchase.

      Call us on 0208 045 7434 if you’d like more information on which policy would work best for your family.

    • Yes – having insurance does not mean that you can take risks with your gadget which you would not take if your gadget was not insured. Doing so may result in your claim being declined. It is important to note that gadget insurance is offered on the understanding that you will take care of your gadget.

    • Providing that this happens after you have purchased insurance with us, we will either:

      1. Repair the gadget (where possible) or
      2. Replace it with a gadget of the same make, model and memory size. If we cannot do this you will be given a choice of models with an equivalent specification
    • You will be able to take out insurance with us, but if a problem occurrs that is covered by the manufacturer’s warranty, we will advise you to follow the the warranty returns process as specified by the manufacturer.

    • No, we only want your gadget to get high-quality repairs, which is why we only use our approved repairers. We also want the ability for us to assess the damage to your gadget in order to best decide whether to repair or replace the gadget. 

    • Yes, Lifestyle Services Group Limited and Assurant General Insurance Limited are covered by the Financial Services Compensation Scheme. You may be entitled to compensation from the scheme if they cannot meet their obligations. General insurance contracts are covered for 90% of the entire claim, without any upper limit. You can get more information about the compensation scheme arrangements by contacting the FSCS on 0207 741 4100 or 0800 678 1100 or by visiting their website at www.fscs.org.uk

    Cover

    • No – we only cover gadgets that are either purchased as new, or that are purchased as refurbished directly from a manufacturer or network provider.

      Please see our terms and conditions  for more information. 

    • We only cover damage if it stops the normal functioning of your gadget. Cracked screens are covered, but if your gadget has only suffered a scratch or dent, and still works as expected, then we will not repair or replace it.

    • No, any incident prior to the start date of your insurance will not be covered. 

    • This policy is designed for people who don't have their gadget insured elsewhere, or wish to cover them separately, and who want to cover the costs of repair or replacement should the item breakdown outside of the manufacturers’ warranty, be damaged, lost or stolen. 

      As with most insurance policies, an excess is required and limitations and exclusions apply. This cover is provided on the condition that you are a UK resident and over 18 years of age.

    • Parents can insure their children's gadget(s) on their behalf.

      The cover of your gadget applies to you as the person who purchased the policy and your immediate family – including your mother, father, son, daughter, husband, wife, partner, brother, sister, grandparent or grandchild who permanently lives at the given address (as well as sons or daughters living away for some of the year whilst at college or university).

    • Yes, we do cover contract phones. You’ll need to insure your phone for its correct market value – in most cases, you’ll be able to select your phone from the drop-down menu at checkout. If we don’t have your phone listed, you can input the information manually. Your network operator will be able to provide you with the market value of your phone. 

      Insuring your phone under the correct value is very important – we’ll use that information to determine the value of your replacement in the event of a claim.

    • Yes – your device will be covered worldwide. Please note that replacements can only be sent to UK addresses.

    • "Loss cover" protects you if your gadget has been accidentally left somewhere by you, and you are permanently deprived of its use and unable to locate it. Loss cover requires an additional £1.50 premium per month, per gadget for Gadget Insurance and Business Gadget Insurance policies, and an additional £1 premium per month, per gadget for Family Gadget Insurance policies. 

      Loss cover is not available for laptops, MacBooks,TVs, desktop PCs or PC monitors.

      If you have not selected loss cover then you will not be able to claim for this type of incident. You must have taken all reasonable precautions to prevent any loss.

      Excesses for loss claims are as follows:

      • iPhones & smartphones – £75
      • iPads – £75
      • Tablets – £50
      • All other gadgets – £50
      • Laptops & Macbooks – N/A
    • If you need to leave your gadget somewhere then we expect you to lock it away out of sight if at all possible. If you cannot lock it away then you must leave it with someone you trust or concealed out of sight in a safe place.

       
      If you knowingly leave your gadget where others can see it (but you cannot) and your gadget is then lost or stolen, we may not pay your claim. We will always take into account where you are and what you are doing when we assess whether you have taken care of your device. If we believe you have not taken care of your gadget, and have knowingly taken a risk with it, we may decline your claim.

      If you knowingly leave your gadget somewhere you can’t see it but others can, we may decline your claim for not taking care of your gadget – for example:

      • in a cafe or pub you leave your gadget on the table when you go to the bar to pick up your drink instead of taking it with you
      • leaving your gadget on display in your car
      • leaving your gadget in the care of someone you don’t know well
      • if you are at the gym and you leave your gadget on a bench in the changing rooms rather than taking it with you or locking it in a locker

      All of these examples increase the risk of it being lost, stolen or damaged and may result in your claim being declined. The examples are to help you understand what’s covered, and are not the only reasons a claim could be rejected.

    • Yes – your gadget will be insured for its market price, so even if you buy it with a discount from your network provider, we’ll still replace it with an identical or similar model if necessary.

      When insuring your gadget, you can find your specific model from a drop-down menu or manually enter your gadget’s purchase price. When possible, try to ensure that you’re getting cover for the amount shown on your proof of ownership.

    • Yes – we’ll send you prepaid packaging and cover the shipping costs if we confirm that your device is in need of repairs.

    • We only cover damage if it stops the normal functioning of your gadget. Cracked screens are covered, but if your gadget has only suffered a scratch or dent, and still works as expected, then we will not repair or replace it.

    • Yes, if you make a successful claim for theft and discover you have been charged for calls, texts or data as a result of someone else using your gadget, you are covered up to a maximum of £10,000. If you have taken the additional loss cover then this benefit also applies in the event you make a successful claim for loss. The SIM card will need to be registered to you or your family member, or to the business or an employee in order for these charges to be covered. 

      If your gadget was lost or stolen, tell your network provider as soon as you can so they can block your device and SIM card as soon as possible – we also may ask for evidence of this to support any claim for the loss or theft of your gadget. We only pay for unauthorised network charges from the point your gadget is lost or stolen up to 24 hours after you discover the loss or theft – if you don’t tell your airtime provider within 24 hours you will be responsible for any further charges.

    • No, we only cover the gadget itself – we do not cover any accessories.

    • No, we don’t cover any loss of profit, opportunity, subscription fees, line rental, goodwill or similar losses. We just cover the gadget and any unauthorised network charges.

    • No, if your gadget has been modified in any way we will only replace the gadget, we do not cover the modifications that have been made.

    Making a Claim

    • Yes – there is an excess fee for all successful claims which must be paid before your claim can be approved. For example, if you are approved for a replacement iPhone after making a claim for damage, you will need to pay the £50 excess before we ship your replacement to you.

      Please remember that you must have purchased loss cover for your gadget in order to claim for loss. Excess payments cannot be made via American Express or PayPal.

      Gadget type Damage & breakdown claims Theft claims Loss claims
      Mobile phones & iPhones £50 £50 £75
      iPads £50 £50 £75
      Tablets £25 £25 £50
      Laptops & MacBooks £75 £75 N/A
      TVs, desktop PCs & PC monitors £25 £25 N/A
      All other gadgets £25 £25 £75
    • While there is no limit to how many times you can claim for damage, there is a limit of 2 successful claims for loss or theft for each insured item in any 12-month period, beginning from the start date detailed on your certificate of insurance.

    • We rely on the information you provide to us either online, over the phone or in writing to make decisions about your insurance and any claim. If you do not answer accurately and completely any questions we ask, we might invalidate your insurance and/or we might reject your claim.

    • In the event of a claim, we'll need to see your receipt or proof of ownership of the item you are claiming for. 

      This will need to show:

      • Your name (where possible)
      • Your gadget's make, model and IMEI number
      • Proof that the gadget was purchased as new, or as refurbished directly from a manufacturer or network provider

      You may also be required to provide a lost property or crime reference number from the police when making your claim. Mobile phone claims may require confirmation from your network provider of when the phone was last used.

      Useful tip: Send us a copy of your receipts – we’ll link your receipt information to your policy to speed up any future claims. Include your name, policy number and the email address the policy is registered to. 

      Post a copy of your receipt(s) to: 

      Protect Your Bubble
      PO Box 1033
      Uxbridge
      UB8 9PX

      Or scan and email an electronic copy to customerservices@protectyourbubble.com

    • 1. Tell us about any claim as soon as possible and within 28 days of discovery of the loss, theft, breakdown or damage. If your gadget was lost or stolen, you will also need to:

      • Tell your network provider as soon as you can so they can block your device and SIM card as soon as possible – we also may ask for evidence of this to support any claim for the loss or theft of your gadget. We only pay for unauthorised network charges from the point your gadget is lost or stolen up to 24 hours after you discover the loss or theft – if you don’t tell your airtime provider within 24 hours you will be responsible for any further charges.
      • Tell the police about any lost or stolen gadget as soon as you can – we will ask you to provide the police reference number before we will pay any claim for loss and theft
      • Report the loss or theft of your gadget to the place you think it was lost or stolen from, or is most likely to be handed back to – we may ask you to provide the details of where your gadget was lost or stolen from and actions you have taken to try to recover it

      2. Make your claim within 28 days of discovering the incident by:

      • Submitting online 24/7 via MyBubble
      • Emailing us at customerservices@protectyourbubble.com
      • Calling us on 0330 333 4792 – our phone lines are open Monday to Friday, from 8am to 6pm
      • Writing to us at Protect Your Bubble, PO Box 1033, Uxbridge, UB8 9PX

      3. A claims representative will walk you through the simple claims process and tell you what information and documents you will need to provide for us to assess your claim, like your proof of ownership or police reference number.

      4. Pay your excess and sit tight while we either repair your gadget or send you a replacement. Your excess will need to be paid before we can settle your claim.

    • This is not a replacement-as-new policy, therefore your replacement gadget may be refurbished. If your gadget cannot be replaced with an identical one of the same age and condition, we will replace it with a comparable or equivalent device, taking into account the age and condition of the original gadget.

    • Yes – tell your network provider as soon as you can so they can block your device and SIM card as soon as possible. We also may ask for evidence of this to support any claim for the loss or theft of your gadget. We only pay for unauthorised network charges from the point your gadget is lost or stolen up to 24 hours after you discover the loss or theft – if you don’t tell your airtime provider within 24 hours you will be responsible for any further charges.

    • Yes – tell the police about any lost or stolen gadget as soon as you can. We will ask you to provide the police reference number before we will pay any claim for loss and theft.

    • In order to reduce fraud, we need to know that the gadget you are claiming for is yours or a family member’s (or owned by the business if this is a business policy). Therefore you will need to provide some form of proof of ownership.

    • No – in the event of a theft, you should notify your network provider and get your phone blacklisted, as well as notify the police and obtain a crime reference number. Read our answer for “How do I make a claim?” for more information on other requirements.

      Once you provide us with that information, we will facilitate the replacement of your gadget. If you purchase your own replacement we will be unable to reimburse you for that cost.

    • Proof of ownership could include a till receipt or documentation from any online purchase, or in the case of mobile phones, documentation from your network provider. If you don’t have any proof of ownership we may decline your claim.

    • We rely on the information you provide to us either online, over the phone or in writing to make decisions about your insurance and any claim. If you do not answer accurately and completely any questions we ask, we might invalidate your insurance and/or we might reject your claim.

    • If we decide to replace the mobile device instead of repair it, the replacement may be a remanufactured (not brand new) device. We will attempt to replace your device with one of the same colour but we can’t guarantee to do this or replace any limited or special edition mobile devices. Where we send you a replacement or repaired item, this will only be sent to a UK address.

    Digital Secure

    • All Digital Secure services are accessible online via a hubb you securely log in by clicking here.

      If you add the Digital Secure service you will receive a separate welcome email within three (3) hours of purchasing your policy, providing you with details on how to register for the service in the online hubb. Make sure you complete the registration to get full value from the available services.

      Once registered, you are able to access all elements of Digital Secure so you can:

      • See your credit report whenever you need to and receive automatic alerts if anything changes
      • Provide more details for the Web Detect service to monitor for identity fraud and choose to receive notifications by SMS or email
      • Contact us if you want any ID help or advice on 0333 2206959. Lines are available Monday to Friday 8am – 8pm, and Saturday to Sunday 9am – 6pm.
      • Use your legal assistance helpline
      • Register your bank cards with Card Support 365, so if you lose them you can cancel them with just one phone call 
    • Digital Secure provides a great collection of services that help protect you from cybercrime, fraudsters and more.

      It can help you spot any fraudulent activity as early as possible and stay one step ahead of fraudsters. It’s an easy way to help protect your identity, and may help to resolve any issues before they escalate further.

    • Digital Secure gives you:

      • Online access to your credit report and automatic alerts if there are any key changes to your credit report and status
      • Web Detect service which automatically checks to see if your personal or financial details have been compromised and alerts you if they may have been
      • An ID Fraud Helpline including a dedicated caseworker if you are ever a victim of ID fraud
      • Access to legal assistance services, free consultation on a wide range of subjects from a list of carefully selected and recommended solicitors.
      • Card Support 365 – one number to call to cancel all your payment cards, and where possible we can order replacements, too

      Find out more>

    • We will send you a registration email within 3 hours of purchasing your Gadget Insurance policy.  This will explain how to register for Digital Secure.

    • To cancel Digital Secure, call us on 0844 346 3970*

      *Calls to 0844, 0843 and 0845 numbers cost 7p per minute, plus your telephone company's access charge.

    • Yes. Please just let us know that you want to keep the Digital Secure service when you tell us you want to cancel your Gadget Insurance.

    • Yes. Protect Your Bubble currently only offer Digital Secure as part of the UK Gadget and Family Gadget Insurance products on an optional basis.

    • If you need help, please call us on 0333 2206959. Lines are available Monday to Friday 8am – 8pm, and Saturday to Sunday 9am – 6pm.

  • General Questions

    • No. Your policy does not include cover for travel affected by terrorism or FCO directives in relation to actual or suspected terrorism.

      If you find that you have been affected by this situation, you should contact your airline or tour operator to ascertain whether you are eligible for any form of redress from them.

    • Please follow the guidelines below so that your complaint can be dealt with in the most efficient way possible.

      Please submit your complaint in writing to:

      Compliance Manager
      Protect Your Bubble
      3rd Floor, Griffin House
      135 High Street
      Crawley
      West Sussex
      RH10 1DQ
      Tel: 0343 658 0253

      If you're still unsatisfied after you've received the outcome of your complaint from Rock Insurance Services Limited, you can then ask the Financial Ombudsman Service (FOS) to review your case. You can contact them at the following address:

      Financial Ombudsman Service
      Exchange Tower
      London
      E14 9SR
      Tel: 0800 023 4567
      Email: complaint.info@financial-ombudsman.org.uk

      The FOS is an independent body that arbitrates on complaints about general insurance products. It will only consider complaints after you have been provided with written confirmation that the internal complaints procedure has been exhausted. In order for the FOS to review your case, you must send your complaint to them within six months of the date of our final correspondence to you.

      Your statutory rights are not affected if you choose to follow any of the complaints procedures above. For further information about your statutory rights contact your local authority Trading Standards Service or Citizens Advice Bureau.

       

    • Unless you have purchased ‘Premier PLUS’ cover, most sections of the policy carry an "excess fee". This is the amount you will have to pay – separate from your premium – if you make a claim which is approved. The amount may vary depending on the level of cover you have chosen, and is applicable per person, per section.

    • You can cancel your policy within 14 days of purchase and receive a full refund – providing you have not yet begun your trip. After this period you will only be able to make changes, such as adjusting departure/return dates, extending the policy to cover Special Sports and Activities or upgrading the benefit levels within the policy. Please contact us on 0343 658 0253 if you need to cancel or change your policy.

       

    • We accept Visa, MasterCard, Maestro/Switch, Solo, Visa Electron, Delta and American Express credit and debit cards. We can also accept cheques, but only for policies over the value of £100. The policy will not be set up until the cheque has been cleared through our bank. Cheques should be sent to:

      PYB Travel Insurance,
      Griffin House,
      135 High Street,
      Crawley RH10 1DQ

      If you have questions, please contact us on 0343 658 0253.

       

    Policy

    • All policies provide you with up to £10,000,000 in cover for medical emergencies and repatriation, as well as £350 for emergency dental treatment and £2,000 for additional accommodation and travelling costs. Economy cover is a basic level policy, with lower levels of cover, significant exclusions and limited optional add-ons. Standard, Premier and Premier Plus cover levels also offer protection for additional items like pet care, legal protection, golf equipment and business equipment.

      To get the full list of cover levels for each policy, see our Travel Insurance Terms and Conditions.

    • Yes – we provide a number of optional extras. Some of these add extra cover to your policy for an additional premium, such as car hire excess protection, winter sports cover, business cover, golf cover and cruise cover. Other extras allow you to exclude elements of cover, for a commensurate reduction in your premium, such as baggage/money cover and cancellation cover. Not all extras are available for all cover levels.

      We also offer a Medical Screening telephone service, which allows travellers with pre-existing medical conditions to include these conditions in their cover, or even get cover where it would not otherwise have been offered, for an additional premium.

    • You will not be eligible for coverage if:

      • You’re 55 years of age or older;
      • You live outside of the UK, or have spent more than six months abroad in the year prior to attempting to purchase a policy;
      • You’re planning on travelling against the advice of a medical practitioner.

      There are also a number of limitations on cover and different policy exclusions depending upon which level of cover is taken out – please see the Travel Insurance Terms and Conditions for full details.

    • When you hire a car your car rental agreement will normally cover CDW (collision damage waiver), theft and third-party liability. Car Hire insurance is not included as an integral part of this Travel Insurance policy, although theft of luggage from a rental car is covered subject to reasonable precautions having been taken – see the Personal Luggage section of the Travel Insurance Terms and Conditions for full details.

      However, you can purchase Car Hire Excess Insurance as an add-on product for an extra premium. Learn more about Car Hire Excess Insurance below.

    • Everyone can travel independently; however, children must be accompanied at all times by a responsible adult.

    • The policy lasts for the complete 12 months, and you can take as many trips/holidays as you wish during the year. However, any individual trip or holiday must not last longer than 21 days. If a trip is for a longer period, you will need to purchase a Single Trip policy for that particular trip.

      For an additional premium, you can opt for Winter Sports, Business or Golf cover (for a maximum of 21 days per year).

    • Certain cover levels include an "Excess Waiver" add-on, whereby, for an additional up-front premium, you will not need to pay the excess on any claim. You can add the Excess Waiver to your policy online or by calling 0343 658 0253.

    • Your policy certificate will be emailed directly to your email address shortly after being issued. Please note that some Internet providers filter our automated emails as spam, so be sure to check your spam/junk folder if the email has not been received.

    • One of the ways we keep our prices competitive is by emailing policy details to customers. For that reason, we impose a postage and administration charge of £4.00 for sending hard-copy versions of the policy documents.

      If you would like to receive your documents in this format, please call Customer Services on 0343 658 0253.

    • Single Trip policies allow for trips up to 365 days in duration. Annual Multi-trip policies allow you to travel multiple times within one year, with maximum duration of 21 days for each individual trip you take.

    Cover

    • Should anything happen to your hire car during your rental agreement, you will be required to pay a portion of the costs to the car rental company (the excess). This can be as much as £2,000 with some car rental companies. For this reason, you may want to think about purchasing our Car Hire Excess optional extra, which covers your excess charges as well as other items such as damage to tyres, windscreens and the under body of the car which are often the financial responsibility of the hirer.

    • No – while theft of luggage from a vehicle is covered subject to reasonable precautions having been taken, there is no cover for cash or valuables left in an unattended vehicle at any time, even if the vehicle is locked. You should always take reasonable care to look after your property and treat it as if it were not insured.

    • Yes – if you're going on a cruise, or a cruise makes up part of your trip, you can add cruise cover for an additional premium.

    • Yes – you are covered to varying levels (depending upon the level of cover booked) if you are forced to cancel your trip because of certain changes in circumstances, which are beyond your control, and of which you were unaware at the time you booked the policy. However, not every reason for a trip cancellation is covered – particularly around the area of cancelled/delayed flights, train, boat or coach journeys, where you may need to pursue a refund from your carrier. Please check the Cancellation, Curtailment and Delay sections of the Policy Terms and Conditions carefully to understand your coverage.

    • Yes – if you’re 55 or older, we are unable to provide you with cover. However, you can contact our partner, Rock Insurance, on 0343 658 0253 to see if you can obtain a quote on an alternative policy.

    • Our policies are only available to residents of the UK (including the Isle of Man but not the Channel Islands) who are registered with a medical practitioner. However, if you are not a UK resident please contact us directly on 0343 658 0253 as we may be able to offer you an alternative policy.

    • Yes, there is cover for glasses on our policies – they are included as valuables. However, the maximum amount that will be paid for sunglasses or prescription glasses of any kind is £150 for Economy and Standard cover, and £200 for Premier cover.

    • No, unfortunately we are unable to cover mobile phones and smart phones on this policy at this time. 

    • Yes – but if your travel arrangements change, then you must call us immediately on 0343 658 0253 to ensure that we are aware of the changes and can evaluate whether cover needs to be extended or any additional premium is required. You must be able to provide the correct period of insurance on your documentation in the event of a claim.

    Making a Claim

    • If you purchased your policy on or after July 1st 2015 (if you are unsure, your policy number will start with the prefix “HCC”), claim forms can be obtained from our claims handling partner, Claims Settlement Agencies, by calling 0343 658 0206 or emailing info@csal.co.uk. You will need to provide your name, policy number, and brief details of your claim.

      If you purchased your policy before July 1st 2015 (if you are unsure, your policy number will start with the prefix “SOL”) claim forms can be obtained online from www.global-response.co.uk/claimsform or by calling 0343 658 0345. You can also email claimsforms@global-response.co.uk to obtain a claim form, giving your name and policy number, and brief details of your claim. For Global Response claims only, for Single Trip policies, please quote the reference number “14Q42”; for Annual policies, please quote “14Q43”.

      All claims must be notified within 28 days of your return on a policy claim form, accompanied by original invoices, receipts, reports, etc. Please refer to the relevant section of your policy for specific conditions and details of the supporting evidence that will be required. Please remember that it is always advisable to retain copies of all documents when submitting your claim form. We recommend you use registered post.

    • If you want to make a claim, you’ll need:

      • A claim form – see above.
      • Your policy reference number
      • Any accompanying original invoices, receipts, police reports, evidence of incidents etc.
    • You must report any theft or losses to the local police or relevant authority within 24 hours of the event and obtain a written report or confirmation. These reports are the only proof that the loss/theft actually occurred. Without them, we cannot make any payment to you. If you leave luggage and personal items unattended in a public place then we won’t be able to approve your claim. See the key exclusions and conditions within the policy Terms and Conditions for more details.

    • Make sure to take a copy of your certificate of insurance and a copy of the full policy wording – these documents contain important numbers that you may require whilst travelling.

    Medical Cover

    • In the event of a medical emergency You must make every attempt to contact Us as soon as possible before incurring expenses in excess of £500, unless that emergency prevents you from doing so. If You are physically prevented from contacting Us immediately, You or someone designated by You must then make every attempt to contact Us within 48 hours. If you or someone designated by you is still unable to contact us within 48 hours due to unforeseen circumstances, those circumstances will be taken into account and assessed at point of claim.

      To contact our assistance line outside the UK, dial: 0343 658 0205. Be sure to give the representative your policy number when you call.

    • Your excess will be reduced to nil if you have used a European Health Insurance Card (EHIC, formerly E111) to reduce your medical expenses bill, or if you have paid the Excess Waiver premium. The EHIC can be used to cover any necessary medical treatment due to either an accident or illness within the European Economic Area (EEA). The EHIC entitles the holder to state-provided medical treatment within the country they are visiting and the service provided will be the same as received by a person covered by the country's "insured" medical scheme.

    • The European Health Insurance Card (EHIC) entitles you to certain free or reduced-cost health arrangements in the EU, EEA or Switzerland.

      How to apply for the EHIC:

      • At the Post Office® (21 days) - You can collect an application form and post it yourself or you can use the Post Office® Check & Send service, where they will check the application form and post it for you. Your application should be processed within 21 days.
      • By Telephone (10 days) - You can telephone the NHSBSA EHIC Application Line on 0300 330 1350. Your application should be processed within 10 days.
      • Online (seven days) - You can use the NHSBSA website which can be found at https://www.ehic.org.uk/Internet/home.do to apply online or download a hard-copy application form.
    • To be entitled to cover under this insurance, you and all persons named on this policy, on whose behalf you have permission to apply for this insurance, must understand and agree to the following:

      No claim arising directly or indirectly from a pre-existing medical condition affecting you will be covered unless:

      • All your pre-existing medical conditions appear within the waived conditions list; or
      • You have declared your pre-existing medical conditions through our medical screening phone line, have been accepted and you have paid the appropriate additional premium, if required.

      You can contact The Medical Screening Team on 0343 658 0204.

      Cover for pre-existing medical conditions is not available to customers visiting from price comparison sites.

    • "pre-existing medical condition" is:

      1. Any past or current medical condition that has given rise to symptoms or for which any form of treatment or prescribed medication, medical consultation, investigation or follow-up/check-up has been required or received during the two years prior to the commencement of cover under the policy and/or prior to any trip, and/or;
      2. Any cardiovascular or circulatory condition (e.g. heart condition, hypertension, blood clots, raised cholesterol, stroke, aneurysm) that has occurred at any time prior to the commencement of cover under the policy and/or prior to any trip
    • Yes – cover under your policy is provided for unforeseen events. In particular, cover is provided under Section 1 for unforeseen bodily injury or illness. Pregnancy and childbirth are not considered to be either an illness or injury.

      For the avoidance of doubt, please note that cover is ONLY given under Sections 1, 3, 4 and 5 of the policy wording for claims arising from complications of pregnancy and childbirth. Please make sure you read the definition of "complications of pregnancy and childbirth" given in your policy wording under the "Meaning of Words".

    Sports and Activities

      1. If you have paid the extra premium for the Winter Sports extension, you are covered for: damaged, stolen or lost ski equipment, piste closure (due to insufficient snow but NOT bad weather), avalanche cover, ski hire and ski pack costs up to the limits shown on the schedule of benefits.

      You will be covered when engaging in the following sports and activities on a non-competitive and non-professional basis during your trip:

      • Cat Skiing (with guides)
      • Cross Country Skiing
      • Glacier Skiing
      • Ice Hockey
      • Langlauf (cross country skiing)
      • Monoskiing (not for time trials/speed skiing or racing)
      • Skiing on piste
      • Skiing or snow-boarding Off-piste (within local ski patrol guidelines)
      • Sledging/tobogganing
      • Snow Blading (no jumping, tricks)
      • Snow Bobbing
      • Snow Scooting
      • Snow Shoe Walking
      • Snow Shoeing
      • Snow Tubing
      • Snowblading
      • Snowboarding on piste
      • Tobogganing

       

      You will also be covered when engaging in the following sports and activities on a non-competitive and non-professional basis during your trip, but no cover will apply in respect of any Personal Accident or personal liability claims:

      • Kite Snowboarding
      • Snow Go Karting
      • Skidoo
      • Snow Carting
      • Snowmobiling
      • Snowmobile Safari

       

      You will not be covered for any claims arising directly or indirectly when engaging in or practising for the following sports and activities:

      • Aerial Skiing
      • Air Boarding
      • Biathlon
      • Bobsleigh
      • Freestyle Skiing
      • Heli Skiing or Heli Boarding
      • Ice Climbing
      • Ice Diving
      • Ice fishing by snowmobile (whether or not the snowmobile is driven by guides)
      • Ice Holing
      • Ice Marathon
      • Ice Speedway
      • Nordic Skiing
      • Paraskiing
      • Ski Acrobatics/Aerials
      • Ski Bob Racing
      • Ski Jumping
      • Ski Mountaineering
      • Ski Race Training
      • Ski Racing
      • Ski Randonee
      • Ski Stunting
      • Ski Touring
      • Ski Yawing
      • Skiing Off-piste (outside local ski patrol guidelines/ outside recognised and authorised areas)
      • Snow Biking
      • Snow Cat Driving
      • Snow Kiting
      • Snow Parascending
      • Snowboarding off-piste (outside local ski patrol guidelines/outside recognised and authorised areas)
      • Tandem Skiing

       

      You are not covered in any circumstances when engaging in organised competitions, skiing off-piste outside local ski patrol guidelines or outside recognised and authorised areas, or when skiing against any other local authoritative warning or advice.

      If you are undertaking a pursuit or activity which is not listed above, or you are in any doubt as to whether cover will apply, please call our Travel Helpline on 0844 482 1053.

    • Yes – a large number of sports and activities are covered for no additional premium, although some of them do not include Personal Accident or Personal Liability cover. Please see Section 32 of the Policy Terms and conditions document for a list of these sports and activities.

    • Yes – a number of special sports and activities are not covered under any circumstances.  Please see Section 32 of the Policy Terms and conditions document for a list of these sports and activities.

    • Yes – if you’ve paid the additional premium for the golf cover extension, a maximum benefit limit of up to £1,000 on Standard cover, £1,500 on Premier cover and £2,000 on Premier Plus is available. Claims for a single club or item of golf equipment are limited to a maximum benefit of £500 for Standard and Premier cover and £1,000 for Premier Plus cover. The golf cover extension is not available for Economy cover.

    • Some scuba diving is automatically included in your policy, but is subject to certain depth restrictions and other limitations. Please see Section 32 of the Policy Terms and conditions, where scuba coverage is detailed in the tables of sports cover.

  • General Questions

    • If you’d like to file a complaint about your pet insurance policy, or a claim made under it, you should contact:

      The Complaints Manager

      Protect Your Bubble Pet Insurance

      Connect Centre

      Kingston Crescent

      Portsmouth

      PO2 8QL

      Email: complaints@bdml.co.uk

      Please note: This email address is for Pet Insurance policyholders only. Gadget Insurance policy holders can contact us viacustomerservices@protectyourbubble.com.

      When You Contact Us 

      Please include your name, address and policy number to help us deal with your enquiry quickly. We'll acknowledge your contact within five working days. If we can’t respond fully then we'll tell you who is handling the complaint and when you'll hear from them. We'll do our best to respond fully within four weeks.

      If the administrators have given you a final response and you remain dissatisfied, you may refer your case to the Financial Ombudsman Service (FOS). You can contact them at:

      Financial Ombudsman Service

      Exchange Tower,

      London,

      SE14 9SR

      Tel: 0300 123 9123 
      Email: complaint.info@financial-ombudsman.org.uk

      The FOS is an independent body that arbitrates on complaints about general insurance products. It will only consider complaints after you have been provided with written confirmation that the internal complaints procedure has been exhausted. In order for the FOS to review your case, you must send your complaint to them within six months of the date of our final correspondence to you.

      Your statutory rights are not affected if you choose to follow any of the complaints procedures above. For further information about your statutory rights contact your local authority Trading Standards Service or Citizens Advice Bureau.

    • You can either pay by debit or credit card in one go for your annual policy or spread the cost into 12 monthly Direct Debit payments at no extra cost. Please note that due to processing and set-up times for Direct Debit, your first instalment can come out as early as five days from the date cover is set up but might take longer.

    • This policy is underwritten by Zenith Insurance Plc., who are authorised Insurers registered in Gibraltar (No 84085). They are a member of the Association of British Insurers, and are regulated by the Gibraltar Financial Services Commission and are subject to a limited regulation by the Financial Services Authority in respect of underwriting insurance business in the UK (FSA Register Number 211787). 

      Registered Office: 846-848, Europort, Gibraltar
    • No, we don't charge for paying by monthly Direct Debit.

    Policy and Cover

    • Yes – in the event of your pet being lost, we will reimburse you for advertising its loss in a local paper or other approved location, and for a reasonable reward that you offer for your pet’s recovery. You should telephone 0333 234 0613 and obtain approval from us before spending any money or paying any rewards. 

       

       

    • See the "Cover levels" tab on our Pet Insurance page to get complete details on each of our cover levels and their differences. 

    • In order to be eligible to purchase a policy, your pet must be free from illness and injury and cannot have a history of vicious or aggressive behaviour. Additionally:

      • You must be a UK resident and over the age of 18
      • Cover is only available for cats and dogs
      • Pets must be more than 8 weeks old to be covered

      We will not cover:

      • Any claims arising from pre-existing conditions
      • Any illness, injury, accident, death or theft that occurs within the first 14 days after purchasing your policy if you have selected Economy, Standard or Premier cover, 72 hours after purchasing Accident Only cover
      • Any death or illness that results from the failure to vaccinate your pet in accordance with recommendations by the British Small Animal Veterinary Association
      • Any claim where medication or treatment has not been recommended by a vet
      • Preventative and elective treatments, such as flea control and spaying or neutering
      • Death by illness for dogs 9 years of age and older and cats 11 years of age and older
      • Guard racing and commercial use dogs
      • Any breed of dog described within the Dangerous Dogs Act 1991
    • In this instance, “third-party liability” cover protects you in the event that your dog accidentally kills or injures another person, or damages their property and you are found legally liable to pay damages.

    • Yes – if you or a member of your family that permanently lives with you is hospitalised for four or more days, we will reimburse you for boarding kennel fees for the time they are in hospital.

      You’ll need confirmation of the period you or your family members were in hospital and any additional information requested by us. In addition, make sure you have all receipted bills from the licensed boarding kennel or cattery, detailing the dates your pet stayed and how much it cost.

    • Yes – if your vet decides that your pet requires emergency, life-saving surgery within seven days of your scheduled departure, we will reimburse you for any non-recoverable cancellation costs up to a maximum limit of £200 (Accident Only cover), £1,000 (Economy cover),£1,500 (Standard cover) or £2,000 (Premier cover).

      You’ll need to provide the booking and cancellation invoices from your travel agent or tour operator, which should detail the total unrecoverable charges made and the date of cancellation.

    • Yes – you’re covered for 30 days abroad with our Economy and Standard cover levels, and for 364 days abroad with our Premier cover.

    • Yes – your pet must be at least 8 weeks old in order to open a policy. There is no maximum age limit for covering pets; however, death by illness is not covered for dogs that are 9 or more years old and cats that are 11 or more years old. 

    • When determining your cost of cover, we look at the breed of your pet, along with its age, gender and where you live. Every quote is calculated individually, so you can be sure you'll get the most competitive price possible.

    • We only insure cats and dogs on our Pet Insurance policy.

    • No – each policy covers one pet only. However, if you buy multiple policies we’ll give you a 5% discount for each additional pet you insure with us.

    Making a Claim

    • If your dog injures someone or damages their property, contact 0333 234 0613 immediately and advise of any possible claim. You will then be given instructions on what to do with any letter, claim, writ or summons – be sure to detail the exact circumstances, including the description of the articles damaged and their purchase price, if known. You'll also pay a £100 excess towards any claim for third-party liability.

      In order to ensure your claim goes smoothly:

      • Do not admit or accept liability, negotiate or make any payment or promise of payment without our written consent.
      • Do not answer letters from people who may claim against you or who are acting for people who may claim against you without our written consent.
      • Provide us with all the information that we may reasonably require.

      We will have the sole conduct and control of any claim and legal proceeding relating thereto including the right to take proceedings in your name but for our benefit for any claim, damages or liability.

       

    • Upon commencement of treatment you should telephone 0333 234 0613 and report the possible claim. You will then be sent a claim form for completion by you and your vet. Please return the completed claim form to us with supporting receipts once treatment has been completed. Payment can be made directly to you or the vet after deduction of the excess, and will discharge us from all further liability connected with the claim.

      We may need to request further information either directly from the vet or from you to confirm the validity of the claim at your expense.

    • If your pet dies in an accident or from an illness, you can still be covered. Make sure you obtain a veterinary certificate stating the date and cause of death. In the event that your pet is put to sleep (euthanised), you’ll need a veterinary certificate stating that this was necessary for humane reasons to terminate incurable suffering.


      Death by illness is not covered for dogs that are 9 or more years of age and cats that are 11 or more years of age. 

      Cover

      Accident Only

      (up to)

      Economy

      (up to)

      Standard

      (up to)

      Premier

      (up to)
      Death from illness Nil £250 £500 £1000
      Death from accident £200 £250 £500 £1000
    • In the event that your pet requires veterinary treatment whilst temporarily in a member country of the PETS Travel Scheme (long haul countries are excluded), payment of any treatment will be made to the vet by you.

      Upon your return home, you should telephone the claims helpline immediately and report the claim. You will then be sent a claim form for completion and return with all the paid veterinary receipts. Settlement will then be made to you after the deduction of the excess in Sterling at the current rate of exchange, such payment discharging us from all further liability connected with such claim.

    • 1. Call us on 0333 234 0613 (8am – 6pm Monday to Friday and 9am – 2pm on Saturdays). Notify us as soon as possible, and not later than 60 days after any possible incident likely to result in a claim. Unfortunately, if you do not notify us within 60 days, this may delay or jeopardise your claim. Once your pet has been treated, your vet will either ask you to pay your bill or agree to submit the claim directly to our claims team on your behalf.

      2. If you have settled your bill, simply call us and we'll talk you through the claims process, send you a claim form and advise you as to the documentation you need to send to us along with the completed form. 

      3. If your vet elects to claim on your behalf, we will still send the claim form to you first. You will need to fill in certain sections of the form and then take it to your vet, who will fill in the rest and send it on to us with any supporting documentation. Once we have the completed form and all the required documentation, we will assess and process your claim – if you choose, you can elect to be kept updated on progress via text message or email, or simply wait for your settlement.

       

    • The loss of dogs should be reported to the police within 24 hours of disappearance; for both cats and dogs, telephone us and report the possible loss. If your pet hasn’t been found after 45 days – and you’ve put the appropriate effort into finding it, like taking out advertising and offering rewards – you may be eligible for reimbursement up to a maximum of £250 (Economy cover),  £500 (Standard cover) or £1000 (Premier cover).

    • No – you can't claim on any accident, injury, illness or condition arising prior to or within the first 14 days of the start date of your policy for Economy, Standard or Premier policies; or the first 72 hours for Accident Only policies. This exclusion does not apply to renewed policies.

    • Yes – in some circumstances, we can arrange to pay the vet directly for the costs of your pet’s treatment. To arrange this, please call us on 0333 234 0613.

       

  • General Questions and Definitions

    • Please email us at customerservices@protectyourbubble.com or call us on 0330 33 34 792.

    • MyBubble is our online account management portal for policyholders. With MyBubble, you can: View your policy terms and conditions and Schedule of Insurance Change your personal details – your email, postal address and phone number Make a claim To get started, simply register your account with the exact details you used to originally buy your policy. To access MyBubble on return visits, simply use the “My Account” link in the top right-hand corner of our homepage to log in.

    • See below for ways to cancel your policy – be sure to provide your policy reference number when cancelling.

      Call us at: 0333 2200 792

      Email: customerservices@protectyourbubble.com

      Write to us at:

      Protect Your Bubble
      PO Box 1033
      Uxbridge
      UB8 9PX

    • "Accidental damage" is any damage caused to your bike by violent and external means – including vandalism – that isn’t specifically described in your policy’s list of key exclusions.

    • Although we set ourselves high standards, if we do not meet your expectations and you are not satisfied in some way, we would like to know. Please call our customer services team on 0333 2200 792, or follow the guidelines below to file a complaint.

      Step 1 – Contact your administrator:

      The Quality Assurance Manager
      Assurant Services Limited
      PO Box 1033
      Uxbridge
      UB8 9PX

      Tel: 0333 220 6008
      Email: complaints@protectyourbubble.com

      In your correspondence, please quote your policy or claim reference number.

      Customers who bought policies before 19 June 2013 whose complaints cannot be resolved by the end of the next working day will have their complaints passed on to:

      Customer Relations Department
      UK General Insurance Limited
      Protect Your Bubble Bicycle Insurance 2013 220713
      Cast House
      Old Mill Business Park
      Gibraltar Island Road
      Leeds
      LS10 1RJ

      Tel: 0845 218 2685*
      Email: customerrelations@ukgeneral.co.uk

      Step 2 – In the unlikely event that you are still not satisfied with the way your complaint has been handled, you can ask the Financial Ombudsman Service (FOS) to review your case. You can contact them at:

      South Quay Plaza
      183 Marsh Wall
      London
      E14 9SR

      Tel: 0845 080 1800*

      The FOS is an independent body that arbitrates on complaints about general insurance products. It will only consider complaints after you have been provided with written confirmation that the internal complaints procedure has been exhausted. In order for the FOS to review your case, you must send your complaint to them within six months of the date of our final correspondence to you.

      Your statutory rights are not affected if you choose to follow any of the complaints procedures above. For further information about your statutory rights contact your local authority Trading Standards Service or Citizens Advice Bureau.

      If we are not able to meet our responsibilities, you may be entitled to compensation from the Financial Services Compensation Scheme (FSCS). You can contact them at:

      7th floor Lloyds Chambers
      Portsoken Street
      London
      E1 8BN

      The level of protection for non-compulsory insurance claims is 90% of the value of the claim with no upper limit.

      The above complaints procedure is in addition to your statutory rights as a consumer. For further information about your statutory rights, contact your local authority Trading Standards Service or Citizens Advice Bureau. You are advised that any telephone call made to Our Policy Administration, Claims Services and Quality Assurance departments may be monitored or recorded. This is to monitor the accuracy of information provided by our customers and our own staff. It may also be used to provide additional training to our staff or to prove that our procedures comply with legal requirements. Our staff are aware that calls can be recorded and monitored.

       

      *Calls to 0844, 0843 and 0845 numbers cost 7p per minute, plus your telephone company's access charge.

    Policy and Cover

    • Our policy covers:
      • Theft
      • Accidental damage
      • Vandalism
      • Use by family members that permanently live with you
      • New-for-old replacement for a bike up to 3 years old
      • Optional EU cover for up to 90 days per year (30 days per trip) with payment of an additional premium
    • No – generally speaking, tyres and other fixed accessories or removable parts are not covered. However, tyres and other fixed parts are covered if the bicycle frame itself has been stolen or suffered accidental damage at the same time.

    • A. No – we only insure bikes which cost a maximum of £8,000 (per bike) brand new at purchase. If your bike cost more than that, you won't be covered.
    • Your policy covers you and your parents, spouse, partner, children or siblings (aged 16 years or older) who permanently reside with you and are using your insured bike.

    • You're not covered for:

      • Theft of your bicycle if it's left unattended for more than 12 hours
      • Theft of your bicycle if it's not secured to an immovable object with the appropriate Sold Secure lock
      • Any claim arising out of cycling as your occupation or profession
      • Damages arising from wear and tear, gradually operating causes, wet or dry rot and frost
      • Cosmetic damages that don't impair how your bike works, like scratches and dents
      • Tyres and accessories, unless they're damaged at the same time as the bike itself

      See the rest of our key exclusions in our Bicycle Insurance Terms and Conditions and Summary of Cover.

    • No – damages are only covered if they impair how your bike works. Scratches, dents and other purely cosmetic damages are not covered. 

    • Yes – as long as you can provide us with a receipt for all custom work in the event of a claim. If you don’t have receipts, we won’t be responsible for any custom work for your repaired or replacement bike. We’ll replace individual custom parts, but you will be responsible for your bike’s reassembly. 

    • As long as your bike was not worth more than £8,000 when purchased as new then, yes, even if you bought it discounted we’ll still replace it with an identical model, or a model of similar value if necessary.

    • Your policy lasts for 12 months; we’ll contact you approximately one month before your renewal date and offer to renew your policy. If you don’t tell us you’d like to cancel your policy, we’ll automatically renew it for you. If you fail to make payments, your policy cover may lapse.

    • We offer insurance for road bikes, mountain bikes, E-bikes, foldable bikes, BMX bikes, hybrid bikes and children’s bikes.

    • Yes – when making a claim, you'll be required to pay an excess fee. The amount of the excess fee is dependent on the value of the bike(s) you're insuring. The excess fees are as follows:

      • £0 – £349.99: £25 excess
      • £350 – £899.99: £50 excess
      • £900 – £1,499.99: £75 excess
      • £1,500 – £2,499.99: £100 excess
      • £2,500 – £8,000.00: £200 excess
    • Opting in for European cover means that – for an additional premium – your bike will be covered anywhere in the European Union against theft, accidental damage and vandalism for a period of 90 days during any one period of insurance (for a maximum of 30 days per trip).

      At any point during the term of your policy, you will be able to make adjustments to your cover to add or remove European cover. You can do this by calling our customer services team on 0333 2200 792 or emailing us at customerservices@protectyourbubble.com.

    • Yes, we offer a multi-bike discount. If you add a second bike you will get 10% off your total policy price, and three or more bikes will give you 15% off.

    • You can pay by Debit or Credit Card in one go for your annual policy, or spread the cost into 12 monthly direct debit payments at no extra cost.

      If you choose the Direct Debit option, you can choose to have your monthly premium taken on the 2nd, 14th or 25th of the month, whichever suits you best.

      Please note that due to processing and set-up times for Direct Debit, your first instalment might not be taken for several weeks. Therefore, we'll take two months’ worth of premium for your first payment, followed by 10 monthly instalments.

    • We no longer routinely send printed version of your Terms and Conditions and Summary of Cover as it helps us to be more environmentally friendly. You will receive an email from us within two working days with a link to view your Schedule of Insurance and policy documents online via MyBubble, our online portal for policyholders.

      You can also have hard copies of your policy documents mailed to you. To request them:

    • If you buy a new bike, or want to insure an additional bike, you can:

    • This insurance is arranged and sold by Protect Your Bubble, which is a trading name of Assurant Direct Limited, and is underwritten and administered by Assurant General Insurance Limited. Assurant General Insurance Limited is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority under registration number 202735.

      Assurant Direct Limited is an appointed representative of Lifestyle Services Group Limited. Lifestyle Services Group Limited is authorised and regulated by the Financial Conduct Authority under registration number 315245. You can check these registrations on the Financial Services Register at http://www.fca.org.uk/ or by calling 0800 111 6768.

    Security Requirements

    • When locking your bike (see our security requirements for more detail on when and how you should do this) you will need to use an approved lock, as follows. Most bicycle locks are clearly specified with a "Sold Secure" rating. 

      For the value of the bike insured:

      • £0 – £249.99: A "bronze rated" lock tested by Sold Secure is required
      • £250 – £1,499.99: A "silver rated" lock tested by Sold Secure is required
      • £1,500 – £8,000: A "gold rated" lock tested by Sold Secure is required
    • The full security requirements are detailed in the policy Terms and Conditions, and vary depending on where your bike is located at the time.

    • A. An “immovable object” can be one of the following:

      • A solid object fixed in or on to concrete or stone, which is not capable of being undone or removed from your bike
      • A properly attached car roof rack or car bike rack
      • A rack provided at a train station with the express purpose of securing bikes

      Make sure to secure your bike to one of these with an approved lock, otherwise you may not be covered for theft.

    Making a Claim

    • When you make a claim, you'll be required to provide us with evidence of ownership. This is the original purchase receipt of your bike, showing the date you bought it, the price you paid for it, details of the bike itself and any other evidence that clearly demonstrates ownership.

      Receipts may also be required for any custom work you’ve had completed and for an approved bike lock.

    • In order to ensure you're fully covered, you'll need the following when you make a claim:

      • Full details of the claim itself
      • Proof of ownership
      • The police crime reference number or a copy of the crime report, if you're filing for theft

      Receipts may also be required for any custom work you've had completed and for an approved bike lock.

    • No – in the event of a theft, you should notify the police and obtain a police report number.


      Once you provide us with that information, we'll facilitate the replacement of your bike. If you purchase your own replacement we will be unable to reimburse you for that cost.
    • Yes – we’ll cover the shipping costs and arrange for collection of your bike if we confirm that it’s in need of repairs.

    • No – you can claim as soon as you’ve purchased your policy and your payment has been accepted. 

    • In the event that your bicycle is stolen or vandalised, you must report it to the police within 48 hours and obtain a crime reference number.

      You're able to make a claim by:

      Alternatively you can write to us at:

      Protect Your Bubble
      PO Box 1033
      Uxbridge
      UB8 9PX

      In order to ensure you're fully covered, you'll need the following when you make a claim:

      • Full details of the claim itself
      • Proof of ownership
      • The police crime reference number or a copy of the crime report, if you're filing for theft

      Receipts may also be required for any custom work you've had completed and for an approved bike lock.

  • General Questions

    • Some travel insurance policies may include cover for theft of luggage and valuables from a hire vehicle during the period covered by the policy, under certain conditions and circumstances, but will not cover damage to the vehicle itself, excess charges and payments or any other costs associated with rental vehicle issues.

    • No – we're only licensed to sell Vehicle Hire insurance to customers who are residents of the UK – which means Great Britain, Northern Ireland and the Isle of Man (but does NOT include the Channel Islands).

    • This policy is underwritten by SOLID Försäkringar, Box 22068, 25022 Helsingborg, Sweden. Corp ID No 516401-8482. This policy is effected in England and is subject to the Laws of England and Wales. SOLID is a Swedish-based insurance company regulated by Finansinspektionen, the Financial Supervisory Authority Sweden (Institute Number: 20090) and passported into the Financial Conduct Authority (Financial Services Firm Reference Number: 401229).

    • In the first instance, please put your complaint in writing to:

      The Customer Services Manager

      Questor Insurance Services Ltd

      Orchard House, Station Road,

      Rainham, Kent,

      ME13 9SS

      Email: assistance@questor-insurance.co.uk

      If you're still unsatisfied with the outcome of your complaint from Questor, you can then ask the Financial Ombudsman Service (FOS) to review your case. You can contact them at the following address:

      Financial Ombudsman Service, Exchange Tower, London, E14 9SR.

      Telephone:0300 123 9123

      Email: complaint.info@financial-ombudsman.org.uk 

      Website: www.financial-ombudsman.org.uk

      The FOS is an independent body that arbitrates on complaints about general insurance products. It will only consider complaints after you have been provided with written confirmation that the internal complaints procedure has been exhausted. In order for the FOS to review your case, you must send your complaint to them within six months of the date of Questor’s final correspondence to you.

      Your statutory rights are not affected if you choose to follow any of the complaints procedures above. For further information about your statutory rights contact your local authority Trading Standards Service or Citizens Advice Bureau.

    • No – once you purchase your policy from us, you don’t need to buy any additional Excess Waivers from your vehicle hire company.

    • When you hire a Vehicle, your rental agreement will usually cover collision damage waiver (CDW), theft and third-party liability. But, like all insurance policies, should anything happen to the vehicle during your rental agreement, you will be required to pay a portion of the costs to the vehicle rental company (the excess). This can be over £1,500 with some Vehicle rental companies. Our insurance is designed to cover this excess payment, as well as other items such as damage to tyres, windscreens and the under body of the vehicle, which are often the financial responsibility of the hirer and can be expensive.

    Policy and Cover

    • Yes – you can add the following extras to the car hire excess product, depending on your cover level and subject to extra premiums. There are no optional extras available for the Van / Minibus cover product.

      Dual Lead Driver: Provides protection for a second named lead driver who can rent a different vehicle under the same policy, providing they are named on the rental agreement and reside at the same address. This option is only available for annual policies.

      Extended Rental: For annual policies only, this option allows you to extend the amount of time you can cover a rental vehicle for from 31 days to 60 days per trip.

      Collision Damage Waiver: In certain countries, the rental agreement does not always include collision damage waiver as standard. This add-on increases the sum insured from £5,000 to £50,000 to cover for that eventuality. We recommend you check with your rental provider before you book this policy, to see if you need to include this option, which is only available for Worldwide cover policies.

      Battery Cover: A recent trend, particularly in European holiday rental firms, is to not include battery failure in the rental agreement. This option covers the cost of replacing a failed vehicle battery if it is not covered under the rental agreement, and is available for all cover levels. Check with your rental provider before you book this policy, to see if you need to include this option.

    • Our policies cover the policyholder (who must be the person renting the vehicle) plus any additional drivers declared on the vehicle rental agreement and on the policy.

    • For cars we offer three basic cover levels:

      UK Only cover – this policy covers excess reimbursement only (covering the excess as shown on the rental agreement) up to £5,000, and includes loss or damage to tyres, windscreen, under body of the vehicle and towing charges. However, it is only available as a daily policy for vehicles being rented in – and not taken out of – the UK, to a maximum rental duration of 20 days per policy. It is designed primarily for car club members or people intending to hire a car for a few days in the UK.

      European cover – this policy includes the same cover as detailed in UK Only above, but also includes a range of additional items including personal accident, losing your keys, losing your baggage, trip curtailment, drop-off charges, locked-out cover, misfuelling, road rage and car-jacking. It can be purchased as a daily policy (up to 180 days) or an annual policy (unlimited rentals during the course of the year, to a maximum of 31 days per trip) and covers longer term UK rentals, plus rentals across Europe (see the Policy Terms and Conditions for full details of what is defined as Europe).

      Worldwide cover – this policy is identical to European cover, but will cover you anywhere in the world.

      We also provide cover for vans up to 7.5 tons and minibuses up to 15 seats, if you are over 24 years old and under 85 years old, and the vehicle is not being used for commercial purposes. Cover can be arranged for up to 14 days in any one period in the UK or Europe. (All van and minibus policies must commence and end in the UK).

    • There is no excess on our polices for cars unless you are claiming under the baggage section of the policy, in which case there is a £50 excess. For van and minibus excess cover, there is a £100 excess.

    • An annual policy covers you for unlimited car rentals during the year of cover, for up to 31 days per rental. You can increase this rental period to 60 days per trip if you purchase the Extended Rental add-on.

    • Yes – you’re covered for claims arising from theft, vandalism and fire damage.

    • You can have up to five additional drivers on this policy with one Lead Driver. Only the Lead Driver can hire a vehicle, however additional drivers are able to drive freely in the same vehicle if they are named on the rental agreement and the certificate. If you require a second lead driver in a separate vehicle, you must purchase the Dual Lead Driver optional extra, which is only available for car hire policies.

    • Yes – you can upgrade your policy at any time over the phone with our team. Any additional premiums will need to be paid. We can also make any amendments to policies free of charge. Call us on 03333 216 203 to discuss upgrading your policy.

    • The three territories, UK, Europe and Worldwide, include the following countries:

       

      1. UK (for the UK short-term daily product only) means the British Isles including Northern Ireland and the Isle of Man, but not the Channel Islands.
      2. Europe includes all countries west of the Ural Mountains, the British Isles, the Channel Islands, Ireland, islands in the Mediterranean, Morocco, Tunisia, Turkey, Canary Islands, Madeira, Iceland, Israel and the Azores. Europe also includes the UK for daily trips longer than 14 days and annual policies.
      3. Worldwide means any country worldwide.
    • An annual policy covers you for unlimited car rentals during the year for up to 31 days per rental. You can increase this rental period to 61 days if you purchase the Extended Rental add-on.

    • Car rental agreements must be no longer than 31 continuous days for Annual policies (60 days if you purchase the Extended Rental add-on), and no longer than 180 continuous days for Daily policies, except for the UK Only policy, which is only available as a Daily policy and is subject to a maximum period of 20 days for any one policy. Van and minibus policies are only available as daily policies and are limited to 14 days per agreement.

      For all policies, only vehicles up to £50,000 in value (excluding tax) and less than 20 years old since first registration are eligible for cover. Vans must be no more than 7.5 Tonnes GLW and minibuses must seat no more than 15 people. Cars (only) can be up to a maximum of 9 seats. Both Van and Minibus policies do not, under any circumstances, cover vehicles being used for commercial purposes. 

      Your policy only covers one rental vehicle at any time, which can be driven by you (the policyholder) and up to five other drivers, as long as they are named on the rental agreement, unless you purchase the Dual Lead Driver optional extra, which allows a second named driver to drive a second vehicle. Dual Lead Driver is not available for the Van hire product.

      In all circumstances, you must hold a full UK or internationally recognised driver's licence; not be subject to any form of driving ban; and you must be fit to drive and not driving against the advice of a medical practitioner. All policies must be taken out before the vehicle rental has commenced.

      You’re not covered for:

      • Wear, tear and mechanical breakdown
      • Luggage, cash or valuables that have been stolen from the vehicle between the hours of 8pm and 8am
      • Claims that have not been reported to the police within 24 hours or don’t have an accompanying official police report
    • For daily policies, you are covered from the date you pick up your vehicle until the date you return it, as detailed on your rental agreement. For annual policies, you are covered for one calendar year from the moment you purchase your policy, as shown on your certificate.

    • Yes, cosmetic damages are covered.

    • Yes – to purchase a Car Hire Insurance policy, you must be 21 years old or older and under 85 years old. For Van / Minibus policies, you must be 24 years or older and under 75 years old.

    Making a Claim

    • This is a ‘pay and reclaim’ policy. Your rental company will reserve the excess amount shown in the vehicle rental agreement against your credit card to cover damage that you might incur during the rental. If you do damage the vehicle, the rental company will assess the damage and provide you with a loss damage report and deduct the excess amount from your credit card.

       

      On your return from your trip, contact our claims assistance team. You will need your policy certificate number (starting C100) and the Claim Scheme ID which you will find on your certificate of insurance.

       

      Please contact Orchard Administration Ltd.

       

      • Online: https://claim.orchard-administration.co.uk
      • Email: assistance@orchard-administration.co.uk
      • Tel (inside UK): 03333 216 205 (local call rates apply)
      • Tel (outside UK): +(0)1634 382 574

      Lines are open 9:00 am to 5:00 pm Mon–Fri UK time (excluding UK Bank Holidays).

       

      You'll be required to present some or all of the following forms, depending upon their relevance to the claim:

       

      • A copy of your certificate of insurance
      • A copy of your rental contract
      • A copy of your charge receipt (if separate from the rental agreement)
      • A copy of the law enforcement/police report (if applicable) for damage/loss over £50
      • A copy of your credit card statement showing payment of the damages claimed
      • A copy of the driving licence of the person involved in the accident (the driver)
      • Your copy of the vehicle rental company's accident damage report
      • Invoices/receipts/other documents confirming the amount you have paid for the accident/damage/loss etc. for which the vehicle rental company holds you responsible
      • The name and address of your bank together with the sort code and account details. This will facilitate
      • payment directly to your bank.

       

      Please note: failure to provide this information may result in your claim being delayed or possibly declined.

      Once you submit the claim form and documents required to prove the loss occurred, it takes approximately 10 days to settle the claim. Our product administrators, Questor Insurance, are there to assist you once your claim is submitted and they have processes in place to ensure that claims are dealt with efficiently and within the agreed service level agreements.

       

      In the unlikely event a claim is made or suit is brought against you by the rental company or a third party, you will be required to forward to Orchard Administration every demand, notice, summons or other process received in relation to the claim.

    • Be sure to send written notice of your claim and all accompanying documents within 31 days of the accident or event, or your claim may be declined. You can also call and make a claim over the phone.

    • This depends on your rental company. If CDW is provided by the rental company (as it is on most UK and European policies), your policy will cover you for the excess on your rental agreement up to £5,000. If your rental agreement does not include CDW (as is sometimes the case outside the UK and Europe) you can choose to purchase the optional CDW add-on, which increases the cover on your policy to £50,000. Please check with your rental provider to check what cover is included in your rental.

       

    • No waiting period applies to the policy, but please note that you must purchase your policy before you take possession of your vehicle, which will be checked should you need to make a claim.

  • General Questions

    • Digital Secure provides a great collection of services that help protect you from cybercrime, fraudsters and more.

      It can help you spot any fraudulent activity as early as possible and stay one step ahead of fraudsters. It’s an easy way to help protect your identity, and may help to resolve any issues before they escalate further.

    • All Digital Secure services are accessible online via a hubb you securely log in by clicking here.

      If you add the Digital Secure service you will receive a separate welcome email within three (3) hours of purchasing your policy, providing you with details on how to register for the service in the online hubb. Make sure you complete the registration to get full value from the available services.

      Once registered, you are able to access all elements of Digital Secure so you can:

      • See your credit report whenever you need to and receive automatic alerts if anything changes
      • Provide more details for the Web Detect service to monitor for identity fraud and choose to receive notifications by SMS or email
      • Contact us if you want any ID help or advice on 0333 2206959. Lines are available Monday to Friday 8am – 8pm, and Saturday to Sunday 9am – 6pm.
      • Use your legal assistance helpline
      • Register your bank cards with Card Support 365, so if you lose them you can cancel them with just one phone call 
    • Digital Secure gives you:

      • Online access to your credit report and automatic alerts if there are any key changes to your credit report and status
      • Web Detect service which automatically checks to see if your personal or financial details have been compromised and alerts you if they may have been
      • An ID Fraud Helpline including a dedicated caseworker if you are ever a victim of ID fraud
      • Access to legal assistance services, free consultation on a wide range of subjects from a list of carefully selected and recommended solicitors
      • Card Support 365 – one number to call to cancel all your payment cards, and where possible we can order replacements, too

      Find out more>

    • We will send you a registration email within 3 hours of purchasing your Gadget Insurance policy.  This will explain how to register for Digital Secure.

    • To cancel Digital Secure, call us on 0844 346 3970*

      *Calls to 0844, 0843 and 0845 numbers cost 7p per minute, plus your telephone company's access charge.

    • Yes. Please just let us know that you want to keep the Digital Secure service when you tell us you want to cancel your Gadget Insurance.

    • Yes. Protect Your Bubble currently only offer Digital Secure as part of the UK Gadget and Family Gadget Insurance products on an optional basis.

    • If you need help, please call us on 0333 2206959. Lines are available Monday to Friday 8am – 8pm, and Saturday to Sunday 9am – 6pm.

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